Manager, Customer Operations

Employment Type: Full-Time Location Type: Remote Salary: [Salary information not provided]

Why Join Us?

• Pre-IPO Startup: Join a well-capitalized startup with significant traction and runway ($240M funded | 40X revenue growth in 4 years | $2T market size).
• Brilliant Colleagues: Work closely with talented leaders and team members from top companies like McKinsey, BCG, Bain, Nvidia, GEICO, Better, Nerdwallet, and a16z.
• Market Disruption: Disrupt a massive market and contribute to scaling the company to a $5B business.
• Career Acceleration: Be immersed in a talent-dense environment that will significantly accelerate your 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 a team of approximately 50 onshore sales and service agents. Reporting to the Director of Insurance Operations, you will collaborate with product, engineering, and business analytics teams to:

• Evaluate performance data.
• Optimize workflows.
• Develop performance systems and feedback loops to consistently achieve sales and service goals.

This position is ideal for an individual who thrives in a fast-paced, high-volume environment and can lead through structure, accountability, and continuous improvement. You should be eager to own frontline performance, hold a high bar for results, and be adept at solving problems at their root.

About Jerry

Jerry is building the first super app designed to help people optimize all aspects of car ownership, including insurance, buying/selling, registration, loans, safety, repairs, and parking, within a $2T U.S. market. Since launching 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 serves over 5 million customers, has raised $240 million in funding, achieved 40X revenue growth, and grown its team to 250 employees across 4 countries.

How You Will Make an Impact

• Performance Management:
  • Foster a high-performance culture by setting clear goals and enforcing accountability.
  • Create systems to identify underperformance early.
  • Collaborate with team leads to track daily progress, provide feedback, and ensure agents meet key sales and service targets.
• Coaching & Development:
  • Elevate agent performance through structured coaching, clear feedback, and consistent expectations.
  • Help cultivate a culture that recognizes and rewards high performance and addresses underperformance directly.
• Operational Oversight:
  • Manage the day-to-day execution of sales and/or service teams based on business needs.
  • Partner with functional leads to align priorities and translate strategic goals into weekly agent-level plans.
• Root Cause Problem Solving:
  • Diagnose performance issues at their root cause (people, process, systems, or execution).
  • Develop action plans to improve inputs, not just outcomes.
  • Establish proactive mechanisms to prevent recurring issues.
• Workflow & System Optimization:
  • Collaborate with product and engineering to implement process improvements and system enhancements.
  • Leverage 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.
• 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

• Systems thinker who excels at creating structure and accountability.
• [Further details on ideal profile not provided]

Application Instructions

[Application instructions not provided]