Manager, Contact Center Operations

Position Overview

• Location Type: Remote
• Job Type: Full-Time
• Salary: Not Specified

Join a pre-IPO startup with significant capital, traction, and runway ($240M funded | 40X revenue growth in 4 years | $2T market size). Work alongside brilliant leaders and team members from prestigious companies like McKinsey, BCG, Bain, Nvidia, GEICO, Better, Nerdwallet, and a16z. Disrupt a massive market and contribute to growing the company into a $5B business. Be immersed in a talent-dense environment and 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. Since starting with insurance in 2019, Jerry has launched loan refinancing, driving insights, a repair marketplace, car diagnostics, and a GenAI-powered chatbot & voicebot. The company has amassed over 5 million customers, raised $240 million in funding, scaled revenue 40X, and grown its team to 250 across 4 countries.

This is a critical leadership role responsible for 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, and develop performance systems and feedback loops to ensure sales and service goals are consistently met. The ideal candidate thrives in a fast-paced, high-volume environment and leads through structure, accountability, and continuous improvement. This role is for someone who wants to own frontline performance, holds a high bar for results, and is unafraid to dig deep to solve problems at their root.

Responsibilities

• 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 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 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 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.
• 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

• Systems thinker who thrives on creating structure and accountability.