Senior Manager, Customer Operations & Strategy - Revolutionizing the Automotive Industry with AI-Powered Customer Experience
Transform Your Career with a Leading Pre-IPO Startup Join Jerry, America's first and only AllCar app, as a Senior Manager, Customer Operations & Strategy and be part of a revolutionary journey to redefine the automotive industry. As a remote position, this role offers the flexibility to work from anywhere while being part of a talented team of professionals from top companies like McKinsey, BCG, Bain, Nvidia, GEICO, and more. About Jerry and the Opportunity Jerry is backed by $240M in funding and has achieved 40X revenue growth in just 4 years, operating in a massive $2T market size. We're on a mission to become a $5B business in the next few years and are looking for a seasoned Senior Manager to lead our customer operations and strategy. Reporting to our VP, Insurance Operations, you will be instrumental in elevating our customer experience, ensuring operational efficiency, and driving growth. As the leader of our insurance operations team, you will manage onshore and offshore teams (~50 insurance agents), optimize workflows, evaluate tools and systems, leverage automation, and strengthen collaboration between customer-facing, product, and engineering teams. Your influence will be critical in helping us scale from 5M to 50M customers and achieve our ambitious goals. Key Responsibilities Performance Management: Foster a high-performance culture by setting ambitious goals, holding teams accountable, rewarding top performance, and addressing underperformance. Hiring, Training & Onboarding: Plan for hiring, work closely with recruiting to bring in top talent, and redesign onboarding and training programs for comprehensive readiness. Workflow Optimization: Define and own workflow improvements, balancing efficiency with customer experience while adhering to licensing requirements. Systems Evaluation: Collaborate with leadership to evaluate and improve current systems, including omni-channel solutions and automation tools. Automation: Partner with automation and app teams to reduce incoming customer requests and improve chatbot and voicebot performance. Essential and Preferred Qualifications To succeed in this role, you should have: Experience managing a team of 50+ inbound contact center agents in a fast-paced environment. A proven track record of driving team performance through first-line people managers. Experience making process improvements and training to increase team efficiency. Our ideal candidate: Applies a framework for problem-solving and lives by first principles. Sets a high bar for themselves and their team, constantly pushing for excellence. Is comfortable communicating with diverse audiences, from front-line employees to senior executives. Skills and Competencies To excel as a Senior Manager, Customer Operations & Strategy at Jerry, you'll need: Strong leadership and team management skills. Excellent communication and interpersonal skills. Ability to analyze complex problems and develop effective solutions. Experience with workflow optimization and process improvement. Knowledge of automation technologies and their applications. Career Growth and Learning Benefits At Jerry, you'll have the opportunity to: Work with a talented team of professionals and learn from their experiences. Develop your skills in AI-powered customer experience and operations. Take on new challenges and contribute to the company's growth and success. Accelerate your career growth in a fast-paced and dynamic environment. Work Environment and Company Culture Jerry is a remote-friendly company with a talent-dense environment. We value: Innovation and creativity. Collaboration and teamwork. Diversity and inclusion. Continuous learning and growth. As an Equal Employment Opportunity employer, we prohibit discrimination based on various characteristics and are committed to providing reasonable accommodations for individuals with disabilities. Compensation, Perks, and Benefits We offer a competitive salary and a comprehensive benefits package. As a pre-IPO startup, we also offer the potential for long-term growth and success. Join Our Team and Shape the Future of the Automotive Industry If you're ready for a challenging and rewarding role that can help you grow professionally and personally, apply now to become our Senior Manager, Customer Operations & Strategy. Let's discuss how you can be a vital part of our success story and help us revolutionize the automotive industry with AI-powered customer experience. Take the next step and apply now to join our talented team! Apply for this job