Senior Manager, Customer Operations – Inbound Virtual Contact Center

3 days ago

🗽 New York – Remote

Although this job is listed in New York, this company may be open to hiring remote in other states.

💵 $120k - $160k / year

⏰ Full Time

🟠 Senior

📞 Call Center Representative

🦅 H1B Visa Sponsor

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Jerry

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Insurance • Automotive • Fintech

Jerry is an innovative platform that simplifies car ownership by providing tools to compare car insurance, loans, and repair estimates. With services such as PriceProtect™, GarageGuard™, and DriveShield™, Jerry helps users secure better insurance rates, manage car loans, and track vehicle maintenance and repairs. It utilizes advanced technology to provide users with a streamlined insurance shopping experience, offer car diagnostic services, and reward safe driving habits. Jerry is a licensed insurance and loan broker, operating across all 50 U. S. states, and is committed to protecting user data with bank-level encryption.

201 - 500 employees

💳 Fintech

📋 Description

• 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 • Own the day-to-day execution of sales and/or service teams, depending on where the business needs are greatest • Diagnose performance issues at their root → whether driven by people, process, systems or execution, and develop action plans that improve inputs, not just outcomes • Work with product and engineering to identify and implement process improvements and system enhancements

🎯 Requirements

• 3+ years of experience managing a similar sized team of inbound contact center agents and team leads or supervisors, 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

🏖️ Benefits

• Health insurance • Dental coverage • Vision coverage • Paid time off • Paid parental leave • 401(K) plan with employer matching • Wellness benefits • Equity opportunities