Manager, Customer Operations (Inbound Virtual Contact Center)

Position Overview

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

Join a pre-IPO startup with significant funding, traction, and runway ($240M funded | 40X revenue growth in 4 years | $2T market size). Work alongside brilliant leaders and teammates from top companies like McKinsey, BCG, Bain, Nvidia, GEICO, Better, Nerdwallet, and a16z. Disrupt a massive market and contribute to scaling the company to a $5B business. Be immersed in a talent-dense environment that accelerates career growth.

About the opportunity: We are seeking a Manager, Customer Operations to join our Insurance Operations leadership team. This critical role is responsible for ensuring our front-line agents operate at peak performance, managing approximately 50 agents across onshore sales and service teams. Reporting to the Director of Insurance Operations, you will collaborate with product, engineering, and business analytics teams to evaluate performance data, optimize workflows, and develop performance systems and feedback loops to consistently achieve sales and service goals.

The ideal candidate thrives in a fast-paced, high-volume environment, leading 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 adept at digging deep to solve problems at their root.

Jerry is building the first super app for car ownership, covering insurance, buy/sell, registration, loans, safety, repairs, parking, and more – a $2T market in the U.S. Since starting with insurance in 2019, Jerry has expanded to offer loan refinancing, driving insights, a repair marketplace, car diagnostics, and a GenAI-powered chatbot & voicebot. The company has over 5 million customers, has raised $240 million in funding, scaled revenue 40X, and grown its team to 250 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 to identify underperformance early. Work closely with team leads to track daily progress, provide feedback, and ensure agents meet targets across key sales and service metrics.
• Coaching & Development: Partner with team leads to elevate agent performance through structured coaching, clear feedback, and consistent expectations. Foster a culture that recognizes and rewards high performance and addresses underperformance directly.
• Operational Oversight: Own the day-to-day execution of sales and/or service teams, aligning with business needs. Collaborate 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 recurring issues.
• Workflow & System Optimization: Work 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 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.
• 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.
• You have a tr... (Content truncated)