Let’s get started
By clicking ‘Next’, I agree to the Terms of Service
and Privacy Policy
Jobs / Job page
Senior Manager, CX Operations & Strategy (inbound virtual contact center) image - Rise Careers
Job details

Senior Manager, CX Operations & Strategy (inbound virtual contact center) - job 2 of 3

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 OpportunityWe are looking for a Senior Manager, 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 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 efficiencyIdeal 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 executivesWhile 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 JerryJerry 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.
Jerry Glassdoor Company Review
3.8 Glassdoor star iconGlassdoor star iconGlassdoor star icon Glassdoor star icon Glassdoor star icon
Jerry DE&I Review
4.0 Glassdoor star iconGlassdoor star iconGlassdoor star iconGlassdoor star icon Glassdoor star icon
CEO of Jerry
Jerry CEO photo
Art Agrawal
Approve of CEO

Average salary estimate

Estimate provided by employer
$25 / HOURLY (est.)
min
max
$23
$27

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Senior Manager, CX Operations & Strategy (inbound virtual contact center), Jerry

At Jerry, we're on the lookout for a spirited Senior Manager, CX Operations & Strategy to join our ever-growing family in sunny Phoenix, AZ. Imagine being part of a pre-IPO startup that’s not just thriving but is set to change the game in a $2 trillion market—now that's exciting! With an impressive $240 million in funding and a remarkable 40X revenue growth in just four years, we are scaling quickly and looking to elevate our customer experience even further. You'll be leading our insurance operations team, which spans across onshore and offshore groups, all while maximizing our efficiency and productivity. Your role involves setting ambitious goals, optimizing workflows, and leveraging cutting-edge technologies, like our GenAI chatbot and voicebot, to create an unmatched customer experience. You'll also collaborate closely with our product and engineering teams to ensure our customers' needs are met seamlessly. If you’re the kind of person who thrives in a fast-paced environment, has a knack for driving team performance, and is passionate about transforming customer experiences, this is your chance to make a significant impact. Join us, and let’s work together to grow from 5 million to 50 million customers, making Jerry a $5 billion powerhouse in the industry. So, are you in?

Frequently Asked Questions (FAQs) for Senior Manager, CX Operations & Strategy (inbound virtual contact center) Role at Jerry
What are the primary responsibilities of the Senior Manager, CX Operations & Strategy at Jerry?

The Senior Manager, CX Operations & Strategy at Jerry will oversee a talented team of onshore and offshore insurance agents. Key responsibilities include optimizing workflows, evaluating and enhancing systems, and driving input on our automation strategies. The focus is on improving operational cost per customer, speed of customer request fulfillment, and customer satisfaction to help elevate the customer experience.

Join Rise to see the full answer
What qualifications are needed for the Senior Manager, CX Operations & Strategy position at Jerry?

To excel as a Senior Manager, CX Operations & Strategy at Jerry, candidates should have significant experience managing a large team of inbound contact center agents in a dynamic environment. Proven performance management skills, a background in process improvement, and an ability to communicate effectively across various levels are essential for success.

Join Rise to see the full answer
How does Jerry ensure high performance within the Customer Experience teams?

At Jerry, fostering a high-performance culture is achieved by setting ambitious goals, holding team members accountable, and quickly addressing underperformance. The Senior Manager, CX Operations & Strategy is expected to implement processes that reward top performance and facilitate growth within the team, ensuring every agent feels supported and empowered to excel.

Join Rise to see the full answer
What impact will the Senior Manager, CX Operations & Strategy have on Jerry's growth?

The Senior Manager, CX Operations & Strategy will play a pivotal role in Jerry's expansion from 5 to 50 million customers by optimizing operational practices and enhancing customer satisfaction. This position influences critical metrics that contribute directly to Jerry's transition into a $5 billion enterprise in the near future.

Join Rise to see the full answer
What innovative technologies does Jerry utilize for Customer Experience?

Jerry employs cutting-edge technologies such as a GenAI-powered chatbot and voice bot, which directly support the mission to streamline customer interactions. The Senior Manager, CX Operations & Strategy will oversee efforts to maximize the efficiency and effectiveness of these tools, ultimately enriching the customer experience.

Join Rise to see the full answer
Common Interview Questions for Senior Manager, CX Operations & Strategy (inbound virtual contact center)
Can you describe your experience managing a large contact center team?

Certainly! In my previous role, I managed a team of over 50 inbound contact center agents. I focused on performance metrics and nurturing a supportive environment, which helped us achieve significant improvements in both customer satisfaction and efficiency.

Join Rise to see the full answer
What strategies do you use to set and achieve ambitious goals for your team?

I believe in setting SMART (Specific, Measurable, Achievable, Relevant, Time-bound) goals. By breaking down our larger objectives into smaller milestones, the team can celebrate achievements along the way, which keeps morale high and motivation strong.

Join Rise to see the full answer
How do you handle underperformance within your team?

Addressing underperformance is crucial. I take a collaborative approach, discussing specific areas of concern with the individual, understanding the barriers they're facing, and creating a personalized development plan to help them improve.

Join Rise to see the full answer
What experience do you have with automation in customer service?

I have successfully implemented automation tools in previous roles, such as chatbots to handle common inquiries. This not only increased efficiency but also allowed my team to focus on more complex customer needs, improving overall satisfaction.

Join Rise to see the full answer
How do you measure customer satisfaction in your operations?

I utilize a combination of customer feedback surveys, Net Promoter Scores (NPS), and direct engagement metrics. Analyzing this data helps us identify areas for improvement and gauge the effectiveness of our customer service initiatives.

Join Rise to see the full answer
What is your approach to training and developing your team?

I prioritize continuous learning by providing regular training sessions and access to development resources. An effective onboarding program is essential, along with a mentorship system to ensure new hires feel supported during their transition.

Join Rise to see the full answer
Can you give an example of a workflow improvement you've implemented?

In a previous position, I streamlined the inquiry response process by integrating a new ticketing system. This reduced response times by 30%, which greatly enhanced our customer experience and team morale.

Join Rise to see the full answer
How do you balance efficiency with customer experience?

Balancing efficiency and customer experience requires understanding the customer journey thoroughly. I focus on optimizing processes that do not compromise the personalized touch that customers appreciate, ensuring we meet their needs seamlessly.

Join Rise to see the full answer
How do you prioritize tasks when managing multiple teams?

I emphasize regular communication and collaboration between teams, which helps identify urgent priorities. Using project management tools enables visibility into tasks and deadlines, allowing me to allocate resources effectively across teams.

Join Rise to see the full answer
What excites you the most about the Senior Manager, CX Operations & Strategy role at Jerry?

I'm particularly excited about the opportunity to lead operations in such an innovative environment. The chance to impact the lives of millions while integrating cutting-edge technology to reshape customer experience in a burgeoning market truly aligns with my passion for excellence in customer service.

Join Rise to see the full answer
Similar Jobs
Photo of the Rise User
Posted 8 days ago
Social Impact Driven
Empathetic
Collaboration over Competition
Growth & Learning
Transparent & Candid
Customer-Centric
Photo of the Rise User
Posted 8 days ago
Social Impact Driven
Empathetic
Collaboration over Competition
Growth & Learning
Transparent & Candid
Customer-Centric
Auberge Resorts Hybrid 568 Mountain Village Blvd, Mountain Village, CO 81435, USA
Posted 6 days ago
Photo of the Rise User
Posted 2 days ago
Superduper Remote No location specified
Posted 3 days ago
Photo of the Rise User
Posted 7 days ago
Photo of the Rise User
Posted 7 days ago
Photo of the Rise User
Posted 4 hours ago

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.

348 jobs
MATCH
Calculating your matching score...
BADGES
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
November 30, 2024

Subscribe to Rise newsletter

Risa star 🔮 Hi, I'm Risa! Your AI
Career Copilot
Want to see a list of jobs tailored to
you, just ask me below!