Manager, Customer Operations

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

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 top companies such as McKinsey, BCG, Bain, Nvidia, GEICO, Better, Nerdwallet, and a16z.

Disrupt a massive market and help us grow into a $5B business in the next few years.

Be immersed in a talent-dense environment and accelerate your career growth significantly.

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 our 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
• Develop performance systems and feedback loops

The goal is to consistently achieve our sales and service targets. This role is perfect for someone who thrives in a fast-paced, high-volume environment and can lead through structure, accountability, and continuous improvement. If you want to own frontline performance, hold a high bar for results, and are adept at solving problems at their root, this is the ideal position for you.

About Jerry

Jerry is building the first super app designed to help people optimize all aspects of owning a car, including insurance, buying/selling, registration, loans, safety, repairs, and parking – a $2T market in the U.S. Since launching with insurance in 2019, Jerry has expanded to offer loan refinancing, driving insights, a repair marketplace, car diagnostics, and a GenAI-powered chatbot & voicebot. We have acquired over 5 million customers, raised $240 million in funding, scaled our revenue 40X, and grown our team to 250 employees 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.
• Collaborate closely with team leads to track daily progress, provide feedback, and ensure agents meet targets across key sales and service metrics.

Coaching & Development

• Elevate the performance of every agent through structured coaching, clear feedback, and consistent expectations, working in tandem with team leads.
• Foster a culture where high performance is recognized and rewarded, and underperformance is addressed directly.

Operational Oversight

• Own the day-to-day execution of sales and/or service teams, aligning with current 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 by identifying their root causes (people, process, systems, or execution) and develop action plans to improve inputs, not just outcomes.
• Establish proactive mechanisms to prevent issues from recurring.

Workflow & System Optimization

• Collaborate with product and engineering to identify and implement process improvements and system enhancements.
• Leverage data and frontline insights to continuously improve agent workflows and the 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.
• Proven experience using data to diagnose issues and implement operational or behavioral changes that improve 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.
• You have a tr... (Information truncated)