Jerry
Manager, Customer Operations (Inbound Virtual Contact Center)
Jerry, Palo Alto, California, United States, 94306
Manager, Customer Operations (Inbound Virtual Contact Center)
Jerry invites you to apply for the Manager, Customer Operations (Inbound Virtual Contact Center) role. This critical leadership position will drive execution across our onshore sales and service teams (~50 agents), ensuring front‑line agents operate at peak performance.
About the Opportunity 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. We currently provide insurance, loan refinancing, driving insights, a repair marketplace, car diagnostics, and a GenAI‑powered chatbot & voicebot. With over 5 M customers and $240 M in funding, we’re scaling rapidly across four countries.
How You Will Make an Impact
Performance Management:
Build and sustain a high‑performance culture by setting clear goals, enforcing accountability, and creating systems that surface underperformance early. Track progress daily and provide feedback to ensure agents hit sales and service metrics.
Coaching & Development:
Raise every agent’s performance through structured coaching, clear feedback, and consistent expectations. Reward high performance and address underperformance head‑on.
Operational Oversight:
Own day‑to‑day execution of sales and/or service teams, translating strategic goals into weekly agent‑level plans.
Root Cause Problem Solving:
Diagnose performance issues, develop action plans that improve inputs, not just outcomes, and establish proactive mechanisms to prevent recurrence.
Workflow & System Optimization:
Partner with product and engineering to identify and implement process improvements and system enhancements, continuously improving agent work and customer experience.
Minimum Requirements
2+ years managing a similar sized team of inbound contact center agents in a high‑volume, metric‑driven environment.
Demonstrated ability to manage via team leads or supervisors and hold them accountable for performance.
Experience using data to diagnose issues and implement operational or behavioral changes that improve 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
Systems thinker who thrives on creating structure and accountability.
Track record of elevating performance and not shy away from tough conversations.
Brings urgency, clarity, and high standards to everything.
Takes full ownership of domain and proactively seeks improvement.
Energized by digging into data and solving problems at their root.
Believes feedback is a gift and actively seeks it.
While we appreciate your interest, only applicants under consideration will be contacted.
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.
Jerry.ai is 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, determined based on job-related factors including, but not limited to, skills, experience, qualifications, work location, and market conditions. Ranges are market‑dependent and may be modified in the future. In addition to base salary, compensation may include opportunities for equity grants.
We offer a comprehensive benefits package to regular employees, including health, dental, and vision coverage, paid time off, paid parental leave, a 401(k) plan with employer matching, and wellness benefits, among others. Equity opportunities may also be part of your total rewards package. Part‑time, contract, or freelance roles may not be eligible for certain benefits.
About Jerry.ai Jerry.ai is America’s first and only super app to radically simplify car ownership. We are redefining how people manage owning a car, one of their most expensive and time‑consuming assets. Backed by artificial intelligence and machine learning, we simplify and automate owning and maintaining a car while providing personalized services for all car owners’ needs. From car insurance and financing to maintenance and safety, Jerry.ai does it all. We are the #1 rated and most downloaded app in our category with a 4.7 star rating in the App Store, having more than 5 million customers.
#J-18808-Ljbffr
About the Opportunity 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. We currently provide insurance, loan refinancing, driving insights, a repair marketplace, car diagnostics, and a GenAI‑powered chatbot & voicebot. With over 5 M customers and $240 M in funding, we’re scaling rapidly across four countries.
How You Will Make an Impact
Performance Management:
Build and sustain a high‑performance culture by setting clear goals, enforcing accountability, and creating systems that surface underperformance early. Track progress daily and provide feedback to ensure agents hit sales and service metrics.
Coaching & Development:
Raise every agent’s performance through structured coaching, clear feedback, and consistent expectations. Reward high performance and address underperformance head‑on.
Operational Oversight:
Own day‑to‑day execution of sales and/or service teams, translating strategic goals into weekly agent‑level plans.
Root Cause Problem Solving:
Diagnose performance issues, develop action plans that improve inputs, not just outcomes, and establish proactive mechanisms to prevent recurrence.
Workflow & System Optimization:
Partner with product and engineering to identify and implement process improvements and system enhancements, continuously improving agent work and customer experience.
Minimum Requirements
2+ years managing a similar sized team of inbound contact center agents in a high‑volume, metric‑driven environment.
Demonstrated ability to manage via team leads or supervisors and hold them accountable for performance.
Experience using data to diagnose issues and implement operational or behavioral changes that improve 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
Systems thinker who thrives on creating structure and accountability.
Track record of elevating performance and not shy away from tough conversations.
Brings urgency, clarity, and high standards to everything.
Takes full ownership of domain and proactively seeks improvement.
Energized by digging into data and solving problems at their root.
Believes feedback is a gift and actively seeks it.
While we appreciate your interest, only applicants under consideration will be contacted.
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.
Jerry.ai is 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, determined based on job-related factors including, but not limited to, skills, experience, qualifications, work location, and market conditions. Ranges are market‑dependent and may be modified in the future. In addition to base salary, compensation may include opportunities for equity grants.
We offer a comprehensive benefits package to regular employees, including health, dental, and vision coverage, paid time off, paid parental leave, a 401(k) plan with employer matching, and wellness benefits, among others. Equity opportunities may also be part of your total rewards package. Part‑time, contract, or freelance roles may not be eligible for certain benefits.
About Jerry.ai Jerry.ai is America’s first and only super app to radically simplify car ownership. We are redefining how people manage owning a car, one of their most expensive and time‑consuming assets. Backed by artificial intelligence and machine learning, we simplify and automate owning and maintaining a car while providing personalized services for all car owners’ needs. From car insurance and financing to maintenance and safety, Jerry.ai does it all. We are the #1 rated and most downloaded app in our category with a 4.7 star rating in the App Store, having more than 5 million customers.
#J-18808-Ljbffr