Manager, Customer Operations (Inbound Virtual Contact Center)

Atlanta, Georgia, United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Insurance, Automotive, Biotechnology, FintechIndustries

Requirements

The ideal candidate will have a minimum of 3 years of experience managing a similar-sized team of inbound contact center agents in a high-volume, metric-driven environment. They must demonstrate the ability to manage through others, holding them accountable for team performance, and possess a track record of using data to diagnose issues and implement operational or behavioral changes that improve outcomes. Experience managing inputs, not just outcomes, and comfort working across onshore and offshore teams in a tech-forward environment are also required.

Responsibilities

The Manager, Customer Operations will be responsible for building and sustaining a high-performance culture by setting clear goals, enforcing accountability, and creating systems to identify underperformance early. They will coach and develop agents through structured feedback and consistent expectations, owning the day-to-day execution of sales and/or service teams. This role involves diagnosing performance issues at their root and developing action plans, as well as partnering with product and engineering to optimize workflows and systems using data and frontline insights.

Skills

Customer Operations

Virtual Contact Center

Performance Management

Leadership

Sales

Service

Workflow Optimization

Problem Solving

Continuous Improvement

Accountability

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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