Manager, Contact Center Operations job at Jerry Insurance Agency in US National

Position Overview

Join Jerry.ai, a pre-IPO startup transforming the $2T U.S. car ecosystem, as a Manager, Contact Center Operations. In this key role within the Insurance department, you will lead a team of approximately 50 inbound contact center agents, driving operational excellence and performance. Collaborate with cross-functional teams including product, engineering, and analytics to optimize workflows and ensure that sales and service goals are consistently achieved. Compensation: Base Annual Pay $100K – $140K • Offers Equity

Key Responsibilities

• Build and sustain a high-performance culture by setting clear goals and enforcing accountability.
• Coach and develop team leads to elevate agent performance with structured feedback.
• Oversee the day-to-day execution of onshore sales and service teams and translate strategic goals into actionable plans.
• Diagnose performance issues at their root—whether related to people, processes, systems, or execution—and implement effective solutions.
• Collaborate with product and engineering teams to continuously optimize workflows and enhance the customer experience.

Required Qualifications

• 3+ years of experience managing a similar sized team of inbound contact center agents in a high-volume, metric-driven environment.
• Proven ability to manage through team leads, holding them accountable for their team’s performance.
• Experience using data to diagnose issues and implement operational or behavioral changes that drive improved outcomes.
• Track record of driving performance by focusing on improving underlying inputs, not just the outcomes.
• Comfortable working across onshore and offshore teams within a tech-forward environment.

Preferred Qualifications

• Systems thinker with a passion for creating structure and accountability.
• Proven capability to elevate performance and engage in tough conversations when needed.
• Takes full ownership of challenges, is proactive in problem solving, and embraces feedback as a tool for growth.

Benefits & Perks

• Health, Dental, and Vision Coverage
• Paid Time Off and Paid Parental Leave
• 401(K) Plan with Employer Matching
• Wellness Benefits
• Equity Opportunities