Manager, Contact Center Operations

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

Why Join Us?

• Pre-IPO Startup: Be part of a well-funded ($240M capital), rapidly growing company with significant traction (40X revenue growth in 4 years) in a massive $2T market.
• Brilliant Colleagues: Collaborate with exceptional leaders and team members from top companies like McKinsey, BCG, Bain, Nvidia, GEICO, Better, Nerdwallet, and a16z.
• Impactful Work: Disrupt a massive market and contribute to scaling the company to a $5B business.
• Career Acceleration: Immerse yourself in a talent-dense environment that fosters rapid 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, managing our onshore sales and service teams of approximately 50 agents. Reporting to the Director of Insurance Operations, you will collaborate with product, engineering, and business analytics teams to analyze performance data, optimize workflows, and develop systems and feedback loops to consistently achieve sales and service goals.

This position is ideal for someone who thrives in a fast-paced, high-volume environment and can lead with structure, accountability, and a commitment to continuous improvement. If you are passionate about owning frontline performance, hold a high bar for results, and are adept at solving problems at their root, this role is for you.

About Jerry

Jerry is building the first super app to help people optimize all aspects of owning a car, covering insurance, buying/selling, registration, loans, safety, repairs, parking, and more within a $2T U.S. market. Since launching with insurance in 2019, we have expanded to offer loan refinancing, driving insights, a repair marketplace, car diagnostics, and a GenAI-powered chatbot & voicebot. We have grown to over 5 million customers, raised $240 million in funding, achieved 40X revenue growth, and scaled 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 and enforcing accountability.
  • Create systems to identify and address underperformance early.
  • Work closely with team leads to track daily progress, provide feedback, and ensure agents meet key sales and service metrics.
• Coaching & Development:
  • Elevate agent performance through structured coaching, clear feedback, and consistent expectations, in partnership with team leads.
  • Foster a culture that recognizes and rewards high performance while directly addressing underperformance.
• Operational Oversight:
  • Manage the day-to-day execution of sales and/or service teams based on 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 by identifying root causes related to people, process, systems, or execution.
  • Develop action plans that address underlying issues to improve outcomes.
  • Establish proactive mechanisms to prevent recurring problems.
• Workflow & System Optimization:
  • Collaborate with product and engineering teams to identify and implement process improvements and system enhancements.
  • Utilize data and frontline insights to continuously refine agent workflows and customer service experiences.

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.
• You have... [Content truncated]