Director, CX Operations & Strategy (inbound virtual contact center) - job 1 of 4

To be considered for the Director, CX Operations & Strategy role at Jerry, candidates need to have extensive experience managing a team of 50 or more inbound contact center agents, specifically within the financial services industry, ideally in areas like home or auto insurance. A proven track record of elevating team performance through effective leadership and process improvements is crucial. Additionally, a bachelor’s degree in a relevant discipline is required to ensure a strong analytical and structured approach.

The Director of CX Operations & Strategy at Jerry will be tasked with overseeing the daily management of multiple virtual contact center teams. This includes enhancing team productivity, addressing operational challenges, and elevating three key metrics: Operational Cost per Customer, Speed of Customer Request Fulfillment, and Customer Satisfaction. The role also involves collaborating closely with automation and app teams to improve service efficiency and customer experience.

In the Director, CX Operations & Strategy position at Jerry, your influence will greatly enhance customer satisfaction by evaluating and refining workflows, optimizing tools and systems, and leveraging automation technologies like our GenAI chatbot. By ensuring efficient operations and quick responses to customer inquiries, you will play a pivotal role in making sure our customers have seamless and positive experiences throughout their interactions with Jerry.

Joining Jerry as the Director of CX Operations & Strategy means stepping into a vibrant team culture that values high performance and accountability. You’ll work alongside brilliant minds from prestigious companies and be part of a collaborative environment where innovation is celebrated, and everyone works together towards common goals. Expect to be immersed in a talent-dense setting that fosters career growth and encourages new ideas.

Jerry stands out as a unique opportunity for the Director, CX Operations & Strategy due to its ambitious mission of redefining car ownership with innovative technology. With a groundbreaking approach as the first AllCar™ app, Jerry is not only challenging the status quo but is also backed by substantial funding and experienced leadership. This is your chance to contribute to a transformative business model within a $2 trillion market, impacting millions of lives.

To enhance customer satisfaction in a contact center, I would first assess current customer feedback to identify pain points. Implementing targeted training programs for agents, utilizing automation to streamline responses, and enhancing communication channels are key strategies. Consistently measuring satisfaction metrics and adapting strategies based on data insights would keep us aligned with customer needs.

When managing multiple teams, I prioritize tasks by assessing urgency and impact on customer experience. I utilize project management tools to keep everyone on track and ensure transparency in ongoing tasks. Regular check-ins with team leads allow me to swiftly adjust priorities based on immediate business needs or emerging challenges.

In my previous role, I closely monitored key performance metrics, such as Average Handle Time and First Call Resolution rates. I implemented weekly reviews of these metrics, providing actionable insights to team leaders, which aided in targeting areas for improvement and celebrating successes when targets were met.

I would approach technology implementation by first assessing the needs of our team and customers. This would involve gathering feedback from users to ensure that any new technology enhances efficiency. Following that, I would outline a detailed rollout plan, including training sessions for agents and continuous support during the transition phase to address any challenges.

To motivate my team in a contact center, I emphasize a culture of recognition and rewards for top performers. I also foster a collaborative environment where agents can share best practices and learn from one another. Regular team-building activities and setting clear, achievable goals create a shared sense of purpose and accountability.

Addressing underperformance requires a compassionate yet direct approach. I believe in starting with a one-on-one conversation to understand any underlying issues. From there, we can develop an actionable improvement plan that includes goals, support resources, and a timeframe for reassessment. Maintaining open lines of communication throughout is crucial.

I successfully led my team through the transition to a new CRM system. I organized a series of training sessions and created user-friendly guides. I maintained an open-door policy for questions and feedback throughout the process. As a result, our team embraced the change, leading to enhanced efficiency and a noticeable increase in customer interactions.

I believe the most important trait for a Director of CX Operations is adaptability. The landscape of customer experience is constantly evolving, and being able to pivot strategies quickly is essential. Combining adaptability with a strong analytical mindset helps ensure that we remain responsive to both customer needs and operational challenges.

I keep myself informed about industry trends through subscriptions to relevant publications, attending webinars and conferences, and networking with fellow CX professionals. I also prioritize continuous learning, frequently engaging in online courses that explore emerging technologies and innovative practices within the customer experience realm.

I am particularly interested in working for Jerry because of its innovative approach to redefining car ownership and addressing a significant market need. The company's impressive growth and commitment to leveraging technology align with my professional values. I’m excited about the opportunity to drive substantial growth and customer satisfaction in such a transformative environment.