Manager, Contact Center Operations

Employment Type: Full-Time Location Type: Remote Salary: [Not Specified]

Why Join Us?

• Join a pre-IPO startup with significant capital, traction, and runway ($240M funded | 40X revenue growth in 4 years | $2T market size).
• Work closely with brilliant leaders and teammates from companies like McKinsey, BCG, Bain, Nvidia, GEICO, Better, Nerdwallet, a16z, etc.
• Disrupt a massive market and help us grow into a $5B business in the next few years.
• Be immersed in a talent-dense environment and accelerate your career growth.

About the Opportunity

We are seeking a Manager, Contact Center Operations to join our Insurance Operations leadership team. This critical role is responsible for ensuring our front-line agents operate at peak performance, driving execution across our onshore sales and service teams (~50 agents). Reporting to the Director of Insurance Operations, you will partner with product, engineering, and business analytics teams to:

• Evaluate performance data.
• Optimize workflows.
• Develop performance systems and feedback loops to consistently achieve sales and service goals.

This role is ideal for someone who thrives in a fast-paced, high-volume environment and leads through structure, accountability, and continuous improvement. You should be eager to own frontline performance, hold a high bar for results, and be willing to dig deep to solve problems at their root.

About Jerry

Jerry 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. Since starting with insurance in 2019, we've expanded to include loan refinancing, driving insights, a repair marketplace, car diagnostics, and a GenAI-powered chatbot & voicebot. We have served over 5 million customers, raised $240 million in funding, scaled our revenue 40X, and grown our team to 250 employees across 4 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.
  • Work closely with team leads to track progress daily, provide feedback, and ensure agents meet targets across key sales and service metrics.
• Coaching & Development:
  • Elevate agent performance through structured coaching, clear feedback, and consistent expectations, in collaboration with team leads.
  • Foster a culture where high performance is recognized and rewarded, and underperformance is addressed directly.
• Operational Oversight:
  • Manage the day-to-day execution of sales and/or service teams, aligning with business needs.
  • Partner with functional leads to ensure alignment on priorities and translate strategic goals into weekly agent-level plans.
• Root Cause Problem Solving:
  • Diagnose performance issues at their root (people, process, systems, or execution) and develop action plans to improve inputs, not just outcomes.
  • Establish proactive mechanisms to prevent recurring issues.
• Workflow & System Optimization:
  • Collaborate with product and engineering to identify and implement process improvements and system enhancements.
  • Utilize data and frontline insights to continuously improve agent workflows and customer service experience.

Minimum Requirements

• 3+ years of experience managing a similar-sized team of inbound contact center agents in a high-volume, metric-driven environment.
• Demonstrated ability to manage through others (e.g., team leads or supervisors), holding them accountable for their team’s performance.
• Proven experience using data to diagnose issues and implement operational or behavioral 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.
• [Further details on ideal profile were cut off in the original description.]

Application Instructions

[Not Specified]