Manager, Contact Center Operations

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

About the Company

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 5 million customers, raised $240MM in funding, scaled our revenue 40X, and our team to 250 across 4 countries.

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 take us to a $5B business in the next few years.
• Be immersed in a talent-dense environment and greatly accelerate your career growth.

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.

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. You must be someone who thrives in a fast-paced, high-volume environment and can lead through structure, accountability, and continuous improvement.

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.