Senior Manager, Contact Center Operations

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Overview

Jerry, a pre-IPO startup recognized for its innovative technology in car ownership, is looking for a Senior Manager, Contact Center Operations. With a lucrative market potential of $2 trillion and having secured $240 million in funding, the company has demonstrated remarkable growth — 40 times in revenue over just four years. They are committed to disrupting the traditional car ownership experience by integrating various aspects such as insurance, loans, and maintenance into a single super app. This role offers an incredible opportunity to work with a talented team and make a significant impact in a rapidly evolving industry.

Position Details

In this leadership role, the Senior Manager will oversee a team of about 50 contact center agents and is expected to foster a high-performance culture. You will be directly reporting to the Director of Insurance Operations and will collaborate with various teams, including product, engineering, and business analytics. This cross-functional partnership is crucial for evaluating performance data, optimizing workflows, and enhancing overall performance systems to achieve the company's sales and service goals consistently.

Responsibilities

Your primary responsibilities will include the following:

• Performance Management: Set clear goals, enforce accountability, and create systems that can identify underperformance early. You will need to track progress daily and provide feedback to ensure agents meet their targets across key metrics.

• Coaching & Development: Collaborate with team leads to raise agent performance through structured coaching. Establish a culture that recognizes high performance and addresses underperformance directly.

• Operational Oversight: Manage the day-to-day execution of sales and service operations depending on business needs.

• Root Cause Problem Solving: Conduct in-depth analyses of performance issues to determine their core causes and develop actionable plans to improve performance metrics.

• Workflow & System Optimization: Partner with product and engineering teams to implement process improvements.

Qualifications

To succeed in this role, candidates are expected to meet several minimum requirements:

• A minimum of three years of experience managing a similar-sized team in a high-volume contact center environment.
• Proven ability to manage through others, specifically holding team leads or supervisors accountable.
• Strong track record of using data to identify issues and implement operational changes.
• Comfort in working with both onshore and offshore teams in a tech-forward setting.

Ideal Candidate Profile

The ideal candidate for this position will exhibit strengths in the following areas:

• A systems thinker who excels in creating accountability within a team.
• Strong experience in elevating performance levels among team members.
• A proactive approach towards ownership of tasks and responsibilities.
• Eagerness to delve deep into data to address complex problems.
• A positive attitude toward receiving and giving feedback, viewing it as an opportunity for growth.

Compensation and Benefits

Jerry offers a competitive salary range for this role, falling between $120,000 and $160,000 annually. The final offer will be determined based on multiple factors, including skills, experience, and market conditions. In addition to the base salary, employees may have opportunities for equity participation and a comprehensive benefits package that includes:

• Health, dental, and vision coverage
• Paid time off and parental leave
• A 401(K) plan with employer matching
• Wellness benefits

Note that part-time, contract, or freelance roles may not be eligible for certain benefits.

Company Culture

Jerry.ai prides itself on creating an environment filled with passionate and curious individuals who are dedicated to solving real-world problems. The company emphasizes inclusivity and equality, and they actively prohibit discrimination based on various characteristics as mandated by federal, state, or local law. They are committed to providing reasonable accommodations for individuals with disabilities to participate in the application process.

As a member of the Jerry.ai team, you will be involved in pioneering a product that fundamentally changes the car ownership experience. The company has a 4.7-star rating in the app store and has amassed over 5 million customers, marking it as a leader in its field.

In summary, if you are a results-oriented leader with expertise in contact center operations and are ready to take your career to the next level with a company that's making headlines, consider applying for this opportunity at Jerry.ai.

This job offer was originally published on himalayas.app