At Jerry.ai, we're transforming the insurance and finance landscape. We're looking for a Manager, Customer Operations (Inbound Virtual Contact Center) to own the execution and performance of our onshore sales and service teams. This critical leadership role ensures front-line agents operate at peak performance by managing performance, coaching, and optimizing workflows to hit ambitious 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 agent performance through structured coaching, clear feedback, and consistent expectations.
- Own the day-to-day execution of sales and/or service teams, translating strategic goals into weekly agent-level plans.
- Diagnose performance issues at their root and develop action plans that improve inputs, not just outcomes.
- Work with product and engineering to identify and implement process improvements and system enhancements using data and frontline insights.
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 lead a team of ~50 agents and report to the Director of Insurance Operations. You'll partner closely with product, engineering, and business analytics teams to drive improvements.
Work Mode
This role operates in a local-country work mode.
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.
