Manager, Customer Operations (Inbound Virtual Contact Center)

Position Overview

We are seeking a Manager, Customer Operations to join Jerry.ai’s Insurance Operations leadership team. In this critical role, you will ensure our ~50 front-line agents operate at peak performance by driving execution, setting clear performance standards, and implementing continuous improvement measures. This opportunity is ideal for a leader who thrives in a fast-paced, high-volume environment and is eager to elevate team performance through structure, accountability, and data-driven insights.

Key Responsibilities

• Performance Management: Establish clear goals, enforce accountability, and build systems to identify underperformance early, ensuring agents consistently hit sales and service targets.
• Coaching & Development: Collaborate with team leads to provide structured coaching, clear feedback, and recognition for high performance while addressing underperformance swiftly.
• Operational Oversight: Oversee day-to-day execution of onshore sales and service teams, aligning weekly agent-level plans with strategic business goals.
• Root Cause Problem Solving: Diagnose performance issues—whether driven by people, processes, systems, or execution—and implement action plans that improve underlying inputs.
• Workflow & System Optimization: Partner with product and engineering teams to continuously refine processes and system enhancements using frontline insights and performance data.

Required Qualifications

• 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 and hold team leads or supervisors accountable for their team’s performance
• Proven experience using data to diagnose issues and drive operational or behavioral improvements
• Track record of managing performance by optimizing inputs as well as outcomes
• Comfortable working with both onshore and offshore teams, preferably in a tech-forward environment

Preferred Qualifications

• A systems thinker who thrives on creating structure and accountability
• Proven ability to elevate team performance and engage in tough, yet constructive, conversations
• High standards, urgency, and clarity in all aspects of work
• Takes complete ownership and drives results without waiting for direction
• Detail-oriented: energized by digging into data and addressing problems at their root
• Believes that feedback is a gift and proactively seeks it

Benefits & Perks

• Compensation Range: $100K - $140K
• Comprehensive health, dental, and vision coverage
• Paid time off and paid parental leave
• 401(K) plan with employer matching
• Wellness benefits and Equity opportunities as part of your total rewards package