Jerry

Manager, Contact Center Operations

Atlanta, Georgia, United States

Not SpecifiedCompensation
Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
Insurance, Biotechnology, AutomotiveIndustries

About Us

You could work anywhere. Why us?

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

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. 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.

About the Opportunity

We are looking for a Manager, Contact Center Operations to join our Insurance Operations leadership team and ensure our front-line agents are operating at peak performance. This is a critical leadership role responsible for driving execution across our onshore sales and service teams (~50 agents). Reporting to our Director of Insurance Operations, you will also partner with product, engineering, and business analytics teams to evaluate performance data, optimize workflows, and develop performance systems and feedback loops to ensure we hit our sales and service goals consistently.

You must be someone who thrives in a fast-paced, high-volume environment and can lead through structure, accountability, and continuous improvement. This role is ideal for someone who wants to take ownership of frontline performance, holds a high bar for results, and isn’t afraid to dig deep to solve problems at their root.

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 are hitting targets across key sales and service metrics.
  • Coaching & Development: Work with team leads to raise the performance of every agent through structured coaching, clear feedback, and consistent expectations. Help create a culture where high performance is recognized and rewarded, and underperformance is addressed head-on.
  • Operational Oversight: Own the day-to-day execution of sales and/or service teams, depending on where the business needs are greatest. 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 → whether driven by people, process, systems or execution, and develop action plans that improve inputs, not just outcomes. Establish proactive mechanisms to prevent issues from recurring.
  • Workflow & System Optimization: Work with product and engineering to identify and implement process improvements and system enhancements. Use data and frontline insights to continuously improve how agents work and how customers experience our service.

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
  • 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
  • You have a track

Skills

Contact Center Operations
Performance Management
Sales
Customer Service
Workflow Optimization
Data Analysis
Leadership
Team Management
Continuous Improvement
Problem Solving

Jerry

Digital platform for car insurance and services

About Jerry

Jerry is a digital platform that helps car owners manage their expenses by providing a mobile app called AllCar™. This app allows users to compare insurance policies, refinance car loans, and monitor repair costs, while also rewarding good driving habits. Jerry stands out from competitors by offering a user-friendly experience that can lead to significant savings, with some users reporting reductions in insurance payments of up to $300 per month. The company's goal is to simplify car ownership by providing a comprehensive solution for insurance, financing, and maintenance.

Palo Alto, CaliforniaHeadquarters
2017Year Founded
$222.8MTotal Funding
DEBTCompany Stage
Automotive & Transportation, Consumer Software, FintechIndustries
201-500Employees

Benefits

401K / Retirement Plan
Performance Bonus
Dental Insurance
Health & Wellness Package
Paid Time Off

Risks

Data privacy scrutiny may challenge Jerry's operations and regulatory compliance.
Rising pedestrian accidents could increase insurance premiums, affecting competitive rates.
New features like GarageGuard require significant investment, straining financial resources.

Differentiation

Jerry offers a comprehensive app for car insurance, loans, and maintenance.
The AllCar™ App rewards users for safe driving habits, enhancing user engagement.
Jerry simplifies car ownership with a seamless process for switching insurance providers.

Upsides

Recent $110M funding boosts Jerry's service expansion and tech infrastructure.
AI integration in insurance comparison enhances personalized offerings and customer satisfaction.
GarageGuard and DriveShield features attract users with comprehensive car management solutions.

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