Senior Manager, Customer Operations & Strategy - job 1 of 5

As a Senior Manager, Customer Operations & Strategy at Jerry, your main responsibilities include managing and optimizing the performance of approximately 50 onshore and offshore insurance agents. You will be elevating the customer experience by implementing efficient workflows, enhancing training programs, and leveraging automation technologies. Your role involves setting clear goals, evaluating systems, and ensuring seamless collaboration among teams, all aimed at driving operational excellence and customer satisfaction.

To qualify for the Senior Manager, Customer Operations & Strategy role at Jerry, candidates should have extensive experience managing large teams, ideally 50 or more contact center agents in a high-volume environment. Proven expertise in process improvement, team performance management, and effective training and onboarding are essential. Candidates are expected to demonstrate a problem-solving mindset and exceptional communication skills to interface with both frontline employees and senior executives.

The Senior Manager, Customer Operations & Strategy plays a pivotal role at Jerry by driving operational efficiencies that scale our customer base from 5 million to 50 million. By optimizing workflows, evaluating tools, and enhancing team performance, you will directly influence key metrics like operational costs and customer satisfaction. Your strategic oversight enables Jerry to accelerate its journey in disrupting the car ownership market, paving the way for substantial revenue growth and enhanced customer experiences.

At Jerry, the culture is built on innovation, collaboration, and a high-performance mindset. As a Senior Manager, Customer Operations & Strategy, you will be part of a talent-dense environment where you work alongside brilliant professionals from top-tier companies. The team fosters continuous learning and development, encouraging you to push the bar higher and make a tangible impact in the lives of millions through your leadership and strategic input.

Automation technology significantly enhances the role of the Senior Manager, Customer Operations & Strategy at Jerry. By partnering with app and automation teams, you will work towards reducing contact volume and increasing efficiency while refining customer interaction processes through our GenAI-powered chatbot and voicebot. This not only drives down operational costs but also improves the overall customer experience, placing you at the forefront of a transformative approach to car ownership management.

When managing a large team, I prioritize tasks based on impact and urgency. I ensure to align team goals with company objectives and break down larger projects into manageable tasks. Regular check-ins and performance metrics help me adjust priorities as needed, fostering accountability and motivation across the team.

My experience with workflow optimization involves assessing current processes and identifying bottlenecks. I utilize data analysis to make informed decisions and implement changes that balance efficiency with customer experience. Regular training and feedback loops are crucial to maintaining the new processes effectively.

To enhance customer satisfaction, I implement a feedback-driven approach, regularly collecting input from customers and team members. Additionally, I focus on training, ensuring that agents have the tools and skills needed to resolve issues efficiently. Monitoring key metrics helps me identify areas for improvement and celebrate successes.

I engage remote teams by fostering a culture of open communication and recognition. Regular virtual team-building activities, performance shout-outs, and personal check-ins help build rapport. Setting clear, collaborative goals reinforces a sense of shared purpose, even from a distance.

Data plays a critical role in my management style by informing decisions and guiding improvements. I rely on performance metrics to track progress, identify trends, and adapt strategies. Data-driven insights allow me to set realistic goals and measure the efficacy of our initiatives.

When addressing underperformance, I first ensure that clear expectations are set. I conduct one-on-one discussions to identify barriers and provide support. If necessary, I might devise a performance improvement plan, with regular check-ins to monitor progress and offer constructive feedback.

Certainly! At my previous position, I led a team that revamped our customer onboarding process. By analyzing feedback and implementation of a new training program, we significantly reduced onboarding time and increased customer satisfaction scores. This project highlighted the impact of structured training and clear role assignments.

In my previous role, I optimized our ticketing process, reducing resolution time by implementing a tiered system that prioritized issues based on severity. We saw a marked increase in customer satisfaction as our response times improved and agents felt more empowered in their roles.

To ensure effective communication, I establish regular cross-team meetings and utilize collaboration tools. I encourage transparency in sharing progress and challenges, fostering an environment of trust and cooperation to enhance collaborative efforts towards common goals.

My approach to continuous improvement involves regularly assessing processes against performance metrics and customer feedback. I encourage team input for innovative solutions and remain adaptable to evolving industry standards, committing to making incremental changes that lead to significant benefits over time.