Director, Customer Operations & Strategy

The Director of Customer Operations & Strategy at Jerry is responsible for overseeing sales and customer service operations teams, managing the P&L, and driving improvements in key metrics such as operational cost per customer, customer request fulfillment speed, and overall customer satisfaction. This role is crucial for scaling our operations as we grow from 5M to 50M customers.

To apply for the Director of Customer Operations & Strategy role at Jerry, candidates should hold a bachelor's degree in a rigorous discipline and have at least 6 years of experience managing inbound contact center teams, preferably in sales or customer support. Candidates should demonstrate a strong track record in optimizing business processes and possess proficiency in Excel for data analysis.

Key skills for the Director of Customer Operations & Strategy at Jerry include a solid framework for problem-solving, the ability to set and elevate performance standards, strong communication skills for engaging with all levels of staff, and expertise in managing and leading diverse teams effectively, both onshore and offshore.

The Director of Customer Operations & Strategy plays a pivotal role in Jerry’s growth by optimizing processes that lead to improved operational efficiency and customer satisfaction, thus allowing the company to scale rapidly and effectively. By overseeing essential operations and leveraging advanced automation technologies, this position directly influences our goal of expanding our customer base significantly.

At Jerry, the work culture is dynamic, collaborative, and centered around innovation. We prioritize hiring passionate and curious individuals who are eager to solve real-world problems. As a director, you'll find an incredibly talented peer group, supportive environments for professional growth, and a mission-driven approach to transforming the automotive industry.

The Director of Customer Operations & Strategy will engage with various technologies, particularly automation tools such as our GenAI chatbot and voicebot. This role also involves evaluating systems like omni-channel solutions and tools like Front and Talkdesk to improve customer interactions and operational efficiencies.

The key responsibilities of the Director of Customer Operations & Strategy at Jerry include managing the team's performance, optimizing workflows, enhancing training and onboarding, and collaborating with product and engineering teams to improve customer experiences. This role is strategic and hands-on, aimed at setting ambitious operational goals and achieving outstanding results across various performance metrics.

In a customer operations role, I believe in setting clear, ambitious goals aligned with company objectives. Regularly reviewing team performance against these metrics and providing constructive feedback fosters accountability. I also implement reward systems for top performers while addressing challenges quickly to maintain a high-performance culture.

Process optimization is key in my experience. I analyze work processes to identify bottlenecks and inefficiencies, using data-driven insights to streamline operations. I collaborate with technology teams to incorporate automation tools, enabling smoother interactions and reducing operational costs while enhancing the overall customer experience.

To enhance customer satisfaction, I would prioritize feedback collection through surveys and direct customer interactions. Utilizing this data, I would refine services and support processes continuously. Empowering agents with training and tools, ensuring they can resolve issues effectively, is also crucial for creating positive customer experiences.

When addressing underperformance, I prefer a structured approach that begins with understanding the root causes. I engage in one-on-one discussions to offer support and development opportunities. If necessary, I set performance improvement plans with clear expectations and timelines to guide team members back on track.

In my previous role, I led a cross-functional project that involved upgrading our customer service technology. By coordinating with IT, product management, and customer service teams, we identified key requirements, developed a timeline, and executed the project ahead of schedule, which ultimately improved our service delivery and customer response times.

Data analysis is the backbone of my strategy as a Director of Customer Operations. I rely on data to evaluate team performance, understand customer needs, and identify areas for improvement. By leveraging analytics, I can make informed decisions that drive operational efficiencies and better customer outcomes.

I ensure effective training and onboarding by developing comprehensive, structured programs that cover not just technical skills but also customer interaction best practices. I include shadowing opportunities and ongoing assessments to gauge readiness, making adjustments to the program based on feedback and performance metrics.

Success evaluation of automation tools involves setting clear KPIs, such as reduction in incoming inquiries, resolution time, and customer satisfaction scores. Regularly analyzing these metrics alongside qualitative feedback provides insights into tool effectiveness, allowing for continuous optimization and enhancements.

My philosophy on maintaining a high-performance culture revolves around accountability, recognition, and continuous improvement. I believe in setting high standards while providing the support needed for individuals to exceed them. Celebrating achievements fosters a positive environment, motivating others to strive for excellence.

Key metrics in customer operations include operational cost per customer, customer satisfaction scores, speed of request fulfillment, and first contact resolution rates. These metrics offer a holistic view of operational efficiency and customer experience, helping guide strategic improvements.