Senior Manager, CX Operations & Strategy (inbound virtual contact center) - job 2 of 4

As the Senior Manager of CX Operations & Strategy at Jerry, you will be responsible for leading a team of approximately 50 inbound contact center agents. This includes optimizing workflows, evaluating tools and systems, managing both onshore and offshore teams, and driving improvements in key metrics like customer satisfaction and operational costs. Your role will be crucial in setting ambitious goals, ensuring accountability, and fostering a high-performance culture.

To qualify for the Senior Manager, CX Operations & Strategy position at Jerry, you should have substantial experience managing inbound contact center teams, ideally with 50 or more agents in fast-paced environments. A proven track record in driving team performance and making process improvements is essential. Strong problem-solving skills and an effective communication style for various audiences, from frontline employees to executives, are key to success in this role.

In the role of Senior Manager, CX Operations & Strategy at Jerry, you will directly contribute to enhancing customer satisfaction by streamlining operations and optimizing workflows. By implementing effective training and onboarding for agents, and leveraging our advanced automation technologies, you will ensure that customers receive timely and effective support, ultimately driving our goal of improving customer fulfillment speed and satisfaction rates.

Jerry fosters a dynamic work culture where innovation, collaboration, and excellence are at the forefront. As a Senior Manager, you will work with diverse talents from top firms and play a pivotal role in nurturing a high-performance environment. The team's focus on continuous improvement means you'll have the support and resources to push boundaries and achieve ambitious goals together.

At Jerry, the growth opportunities for a Senior Manager, CX Operations & Strategy are immense. Given our rapid scaling—ambitiously aiming to grow from 5 million to 50 million customers—you'll be positioned to accelerate your career within an innovative startup environment. With the chance to work closely with executive leadership and participate in strategic decision-making, your professional development will be robust and influential.

When answering this question, focus on your previous roles where you managed sizable contact center operations. Highlight specific challenges you've faced, how you navigated them, and the results achieved. Be prepared to discuss metrics that improved under your leadership, such as customer satisfaction or operational efficiency.

Explain your approach to performance management, including how you establish SMART (Specific, Measurable, Achievable, Relevant, Time-bound) goals. Discuss the mechanisms you employ to track progress—such as regular team meetings, performance metrics, and one-on-one feedback sessions—and how you've adjusted strategies based on performance outcomes.

Discuss your understanding of workflow processes, reinforcement of best practices, and training initiatives. Share specific strategies you've implemented to streamline operations, such as adopting new technologies, re-evaluating team roles, or redefining customer interaction protocols, while ensuring the enhancements align with customer experience.

Demonstrate your approach to addressing underperformance by discussing the importance of fostering open communication. Outline a structured process of identifying issues, providing constructive feedback, implementing performance improvement plans, and working collaboratively with the individual to help them get back on track.

Share your experience with specific tools and technology that enhance contact center operations. Discuss how you've leveraged automation to improve service efficiency, reduce call volumes, and increase customer satisfaction, and be ready to provide concrete examples of technologies you’ve implemented or introduced.

Explain your method for cascading company objectives down to individual team goals. Discuss how you engage your team in understanding the big picture, utilizing team meetings to communicate strategic priorities, and encouraging input to ensure buy-in and accountability from all team members.

Highlight your experience in recruitment and talent management, focusing on your strategies for identifying and hiring high-caliber candidates. Discuss your philosophy regarding ongoing training, onboarding, and mentorship as crucial elements of team development and how these methods have led to improved team performance in your previous roles.

Talk about your tactics for fostering communication and collaboration among virtual teams. This might include the use of collaboration tools, regular status updates, cross-functional projects, and team-building activities designed to strengthen relationships, even in remote settings.

Become familiar with common KPIs such as customer satisfaction scores (CSAT), net promoter scores (NPS), operational cost per customer, and response time metrics. Provide examples of how you have utilized these metrics in your past roles to drive improvements in service delivery and customer experience.

Prepare a case study of a project where your efforts significantly impacted customer experience. Provide details on the project's goals, your action plan, the challenges faced, and the results obtained. Be specific about the role you played in achieving success and how it helped shape the organization's approach to CX.