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Senior Manager, Customer Operations & Strategy - job 1 of 6

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:

We are looking for a Senior Manager, Customer 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 VP, Insurance Operations, you will elevate our customer experience and ensure we are operating efficiently through managing our onshore & offshore teams (~50 insurance agents), optimizing workflows, evaluating tools & systems, leveraging automation and our GenAI chatbot & voicebot technology, and strengthening the collaboration between our customer-facing, product and engineering teams. As the leader of our insurance operations team, you will set ambitious goals, drive execution and maintain a culture of high performance. You will drive improvements along three key metrics: Operational Cost per Customer, Speed of Customer Request Fulfillment, and Customer Satisfaction. 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.

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.

How you will make an impact:

  • Performance Management: 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. 

  • Hiring, Training & Onboarding: Plan for hiring (onshore and offshore) and work closely with recruiting to bring on high caliber team members. Redesign and enhance onboarding and training programs for onshore and offshore teams, ensuring a comprehensive and well-organized curriculum. Ensure readiness assessments before new hires begin handling customer interactions.

  • Workflow optimization: Define and own workflow improvements, including the development of offshore teams. Help balance efficiency with customer experience while adhering to licensing requirements.

  • Systems evaluation: 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).

  • Automation: 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.

Minimum requirements:

  • Experience managing a team of 50+ inbound contact center agents in a fast paced, high volume environment

  • Proven track record of driving team performance indirectly through first-line people managers

  • Experience making improvements to processes and training to increase team efficiency 

Ideal profile:

  • You have a framework for problem-solving and live by first principles

  • You set a very high bar for yourself and for your team, and you are constantly pushing that bar higher in your pursuit of excellence

  • You are comfortable communicating with audiences varying from front-line employees to senior executives

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.com

About 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.

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What You Should Know About Senior Manager, Customer Operations & Strategy, Jerry

Join Jerry as a Senior Manager, Customer Operations & Strategy in New York and play a pivotal role in the future of automotive services! At Jerry, we’re leading a charge in the massive $2T market by building the first super app that simplifies everything car-related – from insurance to loans to repairs and beyond. Imagine working alongside a team that boasts experience from elite companies like McKinsey, Nvidia, and Better. You’ll have the opportunity to enhance the customer experience for over 5 million users while managing a talented team of around 50 insurance agents, both onshore and offshore. Your mission? To implement automation technologies, streamline workflows, and foster teamwork between our customer-facing and engineering departments. With ambitious goals centered on operational cost, customer fulfillment speed, and satisfaction, you’ll pave the way for Jerry’s growth from 5 million to 50 million customers! You’ll be immersed in a culture that celebrates high performance and continuous improvement, making a significant impact in a fast-paced environment. Here’s your chance to drive the operations of a pre-IPO startup that’s already raised $240 million in funding and is poised for explosive growth. Embrace the challenge and ignite your career growth at Jerry, where your contributions will shape the future of car ownership for millions.

Frequently Asked Questions (FAQs) for Senior Manager, Customer Operations & Strategy Role at Jerry
What are the responsibilities of a Senior Manager, Customer Operations & Strategy at Jerry?

As a Senior Manager, Customer Operations & Strategy at Jerry, your key responsibilities will include leading onshore and offshore teams of insurance agents, optimizing workflows, enhancing automation capabilities, and fostering collaboration between customer-facing and engineering teams. You’ll focus on performance management to build a high-performance culture, hire and train top talent, and continuously drive improvements that elevate customer satisfaction and operational efficiency.

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What qualifications do I need to apply for the Senior Manager, Customer Operations & Strategy role at Jerry?

To qualify for the Senior Manager, Customer Operations & Strategy position at Jerry, you should have extensive experience managing a contact center with over 50 agents and a proven record of enhancing team performance through effective leadership. Ideal candidates possess strong problem-solving skills, excellent communication abilities across various levels of staff, and a passion for driving operational improvements in a fast-paced environment.

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How does Jerry support career growth for Senior Managers in Customer Operations & Strategy?

Jerry fosters a dynamic environment where Senior Managers, like the one in Customer Operations & Strategy, can thrive by promoting continuous learning, high-performance standards, and mentorship from industry veterans. Working in this role will immerse you in a talent-dense community and allow you to take on challenges that drive significant growth, thereby accelerating your career trajectory.

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What technologies does a Senior Manager at Jerry work with?

In the Senior Manager, Customer Operations & Strategy role at Jerry, you will work with cutting-edge technologies such as GenAI chatbots and voicebots, as well as omni-channel solutions like Front and Talkdesk. Your job will include evaluating and improving these systems to enhance workflow and reduce customer interaction times, ensuring a superior overall experience.

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What impact will the Senior Manager have on Jerry's growth?

The Senior Manager, Customer Operations & Strategy will have a monumental impact on Jerry's growth by streamlining operations and enhancing customer experience. By focusing on key metrics like operational costs, fulfillment speed, and customer satisfaction, this role will be crucial in scaling Jerry's customer base from 5M to 50M and helping the company achieve its goal of becoming a $5B business.

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Common Interview Questions for Senior Manager, Customer Operations & Strategy
How do you approach performance management within a team?

In managing performance, I prioritize setting clear, ambitious goals for my team and using data to track progress. Regular feedback, recognition of top performers, and swiftly addressing underperformance creates a culture of accountability and continuous improvement, which I find essential for a high-performance team.

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Can you share a successful experience where you optimized workflows in a contact center?

Absolutely! In my previous role, I conducted a full analysis of our workflows and identified redundancies. By redesigning our processes and incorporating automation tools, I cut down response times by 30% while improving customer satisfaction scores significantly. This taught me the value of marrying efficiency with an exceptional customer experience.

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What strategies do you use for hiring and training in a fast-paced environment?

My approach to hiring involves collaborating closely with recruiting to target high-caliber candidates who align with our company culture. For training, I design comprehensive programs that include readiness assessments and hands-on experiences which prepare new hires effectively before they engage directly with customers.

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How do you ensure collaboration between customer-facing teams and engineering?

Fostering an environment of open communication is key. I regularly hold cross-departmental meetings to discuss challenges and solutions, ensuring both sides understand each other’s insights and constraints. Additionally, I create joint project teams for specific initiatives, which encourages collaboration and innovation.

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Describe a time when you had to implement a significant change in your operation processes.

I once led an initiative to transition to a new omni-channel support platform. I engaged my teams early to gather feedback on the transition, which allowed me to tailor the implementation process accordingly. The result was a smoother transition, improved efficiency, and ultimately higher customer satisfaction ratings post-implementation.

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What metrics do you believe are essential for measuring team performance?

I focus on several critical metrics, including operational cost per customer, speed of request fulfillment, and customer satisfaction scores. These provide a comprehensive view of performance and highlight areas where we can improve efficiency and enhance the customer experience.

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How do you handle underperformance in your teams?

Addressing underperformance involves early identification and a constructive approach. I prefer to have one-on-one discussions to understand the root causes, provide necessary resources, and set actionable improvement plans. Encouragement combined with clear expectations often leads to positive outcomes.

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What experience do you have with automation technologies?

I have considerable experience implementing automation technologies, particularly in contact centers. I’ve worked on projects where we integrated chatbots to manage common inquiries, significantly reducing call volumes. This experience taught me how to balance technology with the human touch in customer interactions.

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What is your leadership style in managing diverse teams?

I adopt a collaborative leadership style that values input from all team members. I believe in empowering my team by fostering a supportive environment, promoting professional growth, and recognizing individual strengths, particularly when combining diverse talents from onshore and offshore teams.

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How do you keep yourself updated with industry trends that might affect customer operations?

I stay abreast of industry trends through continuous learning—reading relevant publications, attending webinars, and networking with peers. I also encourage my team to share insights and participate in professional development, which helps us all remain competitive and informed.

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Jerry is redefining car ownership with its innovative AI-powered AllCar™ app, offering comprehensive solutions for insurance, financing, maintenance, and safety, driven by a team passionate about enhancing the driving experience.

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Badge ChangemakerBadge Flexible CultureBadge Work&Life Balance
CULTURE VALUES
Social Impact Driven
Empathetic
Collaboration over Competition
Growth & Learning
Transparent & Candid
Customer-Centric
FUNDING
DEPARTMENTS
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
EMPLOYMENT TYPE
Full-time, remote
DATE POSTED
December 24, 2024

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