Jerry
Manager, Customer Operations (Inbound Virtual Contact Center)
Jerry, New York, New York, us, 10261
Overview
Manager, Customer Operations (Inbound Virtual Contact Center) is a leadership role within the Insurance Operations team. You will ensure front-line agents are operating at peak performance, drive execution across onshore sales and service teams (~50 agents), and partner with product, engineering, and business analytics to evaluate performance data, optimize workflows, and develop performance systems and feedback loops to meet sales and service goals. Responsibilities
Performance Management: Set clear goals, enforce accountability, and build systems that surface underperformance early. Work with team leads to track daily progress, provide feedback, and ensure agents hit targets across key sales and service metrics. Coaching & Development: Lead structured coaching and consistent feedback to raise agent performance. Foster a culture where high performance is recognized and underperformance is addressed. Operational Oversight: Own day-to-day execution of sales and/or service teams. Align priorities with functional leads and translate strategic goals into weekly agent-level plans. Root Cause Problem Solving: Diagnose performance issues at the root (people, process, systems, or execution) and develop action plans to improve inputs and prevent recurrence. Workflow & System Optimization: Collaborate with product and engineering to implement process improvements and system enhancements using frontline insights to continuously improve operations and customer experience. Minimum Requirements
2+ years of experience managing a similar-sized team of inbound contact center agents in a high-volume, metric-driven environment Proven ability to manage through others (team leads or supervisors) and hold them accountable for performance Experience using data to diagnose issues and implement changes that improved outcomes Track record of driving performance by managing inputs, not just outcomes Comfort working across onshore and offshore teams, ideally in a tech-forward environment Ideal Profile
You are a systems thinker who thrives on creating structure and accountability You elevate performance and engage in tough conversations when needed You bring urgency, clarity, and high standards to everything you do You take ownership of your domain and act proactively You are energized by digging into data and solving problems at their root You view feedback as a gift and proactively seek it About Jerry.ai
Jerry.ai is building the first super app to help people optimize all aspects of owning a car – insurance, buy/sell, registration, loans, safety, repairs, parking, etc – a $2T market in the U.S. We started with insurance in 2019, and since then we’ve launched loan refinancing, driving insights, a repair marketplace, car diagnostics, and a GenAI-powered chatbot & voicebot. We have amassed over 5M customers, raised $240MM in funding, scaled our revenue 40X and our team to 250 across 4 countries. How You Will Make An Impact Jerry.ai is building the first super app to help people optimize all aspects of owning a car. We are backed by AI/ML and are focused on disrupting a large market with operations that scale globally. Equal Opportunity
Jerry.ai is proud to be an Equal Employment Opportunity employer. We prohibit discrimination based on race, religion, color, national origin, sex, pregnancy, reproductive health decisions or related medical conditions, sexual orientation, gender identity, gender expression, age, veteran status, disability, genetic information, or other characteristics protected by applicable local, state or federal laws. We are committed to providing reasonable accommodations for individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, please contact us at recruiting@jerry.ai. The successful candidate’s starting pay will fall within the pay range listed on this job posting and may include equity. We offer a comprehensive benefits package to regular employees, including health, dental, and vision coverage, paid time off, paid parental leave, 401(K) with employer matching, and wellness benefits. Part-time, contract, or freelance roles may not be eligible for certain benefits. Apply
New York, NY area, remote-friendly in practice for this role; apply to join a team solving real-world problems with a growing company.
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Manager, Customer Operations (Inbound Virtual Contact Center) is a leadership role within the Insurance Operations team. You will ensure front-line agents are operating at peak performance, drive execution across onshore sales and service teams (~50 agents), and partner with product, engineering, and business analytics to evaluate performance data, optimize workflows, and develop performance systems and feedback loops to meet sales and service goals. Responsibilities
Performance Management: Set clear goals, enforce accountability, and build systems that surface underperformance early. Work with team leads to track daily progress, provide feedback, and ensure agents hit targets across key sales and service metrics. Coaching & Development: Lead structured coaching and consistent feedback to raise agent performance. Foster a culture where high performance is recognized and underperformance is addressed. Operational Oversight: Own day-to-day execution of sales and/or service teams. Align priorities with functional leads and translate strategic goals into weekly agent-level plans. Root Cause Problem Solving: Diagnose performance issues at the root (people, process, systems, or execution) and develop action plans to improve inputs and prevent recurrence. Workflow & System Optimization: Collaborate with product and engineering to implement process improvements and system enhancements using frontline insights to continuously improve operations and customer experience. Minimum Requirements
2+ years of experience managing a similar-sized team of inbound contact center agents in a high-volume, metric-driven environment Proven ability to manage through others (team leads or supervisors) and hold them accountable for performance Experience using data to diagnose issues and implement changes that improved outcomes Track record of driving performance by managing inputs, not just outcomes Comfort working across onshore and offshore teams, ideally in a tech-forward environment Ideal Profile
You are a systems thinker who thrives on creating structure and accountability You elevate performance and engage in tough conversations when needed You bring urgency, clarity, and high standards to everything you do You take ownership of your domain and act proactively You are energized by digging into data and solving problems at their root You view feedback as a gift and proactively seek it About Jerry.ai
Jerry.ai is building the first super app to help people optimize all aspects of owning a car – insurance, buy/sell, registration, loans, safety, repairs, parking, etc – a $2T market in the U.S. We started with insurance in 2019, and since then we’ve launched loan refinancing, driving insights, a repair marketplace, car diagnostics, and a GenAI-powered chatbot & voicebot. We have amassed over 5M customers, raised $240MM in funding, scaled our revenue 40X and our team to 250 across 4 countries. How You Will Make An Impact Jerry.ai is building the first super app to help people optimize all aspects of owning a car. We are backed by AI/ML and are focused on disrupting a large market with operations that scale globally. Equal Opportunity
Jerry.ai is proud to be an Equal Employment Opportunity employer. We prohibit discrimination based on race, religion, color, national origin, sex, pregnancy, reproductive health decisions or related medical conditions, sexual orientation, gender identity, gender expression, age, veteran status, disability, genetic information, or other characteristics protected by applicable local, state or federal laws. We are committed to providing reasonable accommodations for individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, please contact us at recruiting@jerry.ai. The successful candidate’s starting pay will fall within the pay range listed on this job posting and may include equity. We offer a comprehensive benefits package to regular employees, including health, dental, and vision coverage, paid time off, paid parental leave, 401(K) with employer matching, and wellness benefits. Part-time, contract, or freelance roles may not be eligible for certain benefits. Apply
New York, NY area, remote-friendly in practice for this role; apply to join a team solving real-world problems with a growing company.
#J-18808-Ljbffr