Director – CX Operations & Strategy - Inbound virtual contact center

You could work anywhere. Why us?• Join a pre-IPO startup with capital, traction and runway ($240M funded | 40X revenue growth in 4 years | $2T market size).• Work closely with brilliant leaders and team mates from companies like McKinsey, BCG, Bain, Nvidia, GEICO, Better, Nerdwallet, a16z, etc.• Disrupt a massive market and take us to a $5B business in the next few years.• Be immersed in a talent-dense environment and greatly accelerate your career growth.About the opportunity:Jerry is building the first super app to help people optimize all aspects of owning a car – insurance, buy/sell, registration, loans, safety, repairs, parking, etc – a $2T market in the U.S. We started with insurance in 2019, and since then we’ve launched loan refinancing, driving insights, a repair marketplace, car diagnostics, and a GenAI-powered chatbot & voicebot. We have amassed over 5M customers, raised $240MM in funding, scaled our revenue 40X and our team to 250 across 4 countries.We are looking for a Director, CX Operations & Strategy who is energized by working with a high caliber team and making a material difference in the lives of millions to join us! Reporting to our Vice President, Insurance Operations, you will play a critical role in scaling our insurance business. You will oversee the day-to-day management of multiple virtual contact center teams, driving team productivity and effectiveness, tackling operational issues, and and driving improvements on three key metrics: 1) Operational Cost per Customer, 2) Speed of Customer Request Fulfillment, and 3) Customer Satisfaction. You will also evaluate and optimize our workflows, tools & systems, leverage automation and our proprietary GenAI chatbot & voicebot technology, and strengthen the collaboration between our customer-facing, product and engineering teams. Through your influence, you will play a critical role in helping us go from 5M to 50M customers and become a $5B business in the next few years.How you will make an impact:• Build and maintain a high-performance culture among both onshore and offshore teams by setting ambitious goals, holding our teams accountable to those goals, rewarding top-performance, and addressing underperformance quickly.• Partner with our automation and app teams to help reduce incoming calls, texts, and requests, contributing to automation goals, and work to understand and improve our chatbot and voicebot performance.• Define and own workflow improvements, including the development of offshore teams. Help balance efficiency with customer experience while adhering to licensing requirements.• Work with our leadership team to evaluate and improve current systems (e.g. omni-channel solutions and the use of tools like Front and Talkdesk).Minimum requirements:• Experience managing a team of 50+ inbound contact center agents within the financial services industry (e.g. home/auto insurance, personal loans, or related)• Proven track record of driving team performance indirectly through first-line people managers• Experience making improvements to processes and training to increase team efficiency• Bachelor’s degree in an intellectually rigorous disciplineIdeal profile:• Analytical: You’re a structured thinker and make decisions based on data, but also have good instincts when data is limited.• Ownership: No challenge is too complex, no issue is too hard.• Decisive: You’re comfortable navigating high-stakes, conflict-laden situations, and can act quickly and decisively with diplomacy and tact.• Extremely organized: You balance a packed schedule, an endless to-do list, and never let anything drop.While we appreciate your interest and application, only applicants under consideration will be contacted.Jerry is proud to be an Equal Employment Opportunity employer. We prohibit discrimination based on race, religion, color, national origin, sex, pregnancy, reproductive health decisions or related medical conditions, sexual orientation, gender identity, gender expression, age, veteran status, disability, genetic information, or other characteristics protected by applicable local, state or federal laws.Jerry is committed to providing reasonable accommodations for individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, please contact us at recruiting@getjerry.comAbout Jerry:Jerry is America’s first and only AllCar™ app. We are redefining and radically improving how people manage owning a car, one of their most expensive and time-consuming assets.Backed by artificial intelligence and machine learning, Jerry simplifies and automates owning and maintaining a car while providing personalized services for all car owners’ needs. We spend every day innovating and improving our AI-powered app to provide the best possible experience for our customers. From car insurance and financing to maintenance and safety, Jerry does it all.We are the #1 rated and most downloaded app in our category with a 4.7 star rating in the App Store. We have more than 5 million customers — and we’re just getting started.Jerry was founded in 2017 by serial entrepreneurs and has raised more than $240 million in financing.Join our team and work with passionate, curious and egoless people who love solving real-world problems. Help us build a revolutionary product that’s disrupting a massive market.