Jerry.ai is hiring a Manager, Contact Center Operations to drive execution across our onshore sales and service teams. In this critical leadership role, you’ll ensure front-line agents operate at peak performance by managing performance, coaching, and optimizing workflows. You’ll partner with product, engineering, and analytics to consistently hit sales and service goals.

What You'll Do

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.
Work with team leads to raise the performance of every agent through structured coaching, clear feedback, and consistent expectations.
Own the day-to-day execution of sales and/or service teams, depending on where the business needs are greatest.
Partner with functional leads to ensure alignment on priorities and translate strategic goals into weekly agent-level plans.
Diagnose performance issues at their root and develop action plans that improve inputs, not just outcomes.
Establish proactive mechanisms to prevent issues from recurring.
Work with product and engineering to identify and implement process improvements and system enhancements.
Use data and frontline insights to continuously improve how agents work and how customers experience our service.

What We're Looking For

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.

Nice to Have

You are a systems thinker who thrives on creating structure and accountability.
You have a track record of elevating performance and don’t shy away from tough conversations.
You bring urgency, clarity, and high standards to everything you do.
You take full ownership of your domain and don’t wait for others to tell you what to do.
You are energized by rolling up your sleeves, digging into data, and solving problems at their root.
You believe feedback is a gift and you proactively seek it.

Team & Environment

You will manage a team of ~50 agents as part of the Insurance Operations leadership team, working closely with team leads and reporting to the Director of Insurance Operations.

Work Mode

This is a global position.

Jerry.ai is proud to be an Equal Employment Opportunity employer. We prohibit discrimination based on race, religion, color, national origin, sex, pregnancy, reproductive health decisions or related medical conditions, sexual orientation, gender identity, gender expression, age, veteran status, disability, genetic information, or other characteristics protected by applicable local, state or federal laws.