Director, Contact Center Operations

We’d love to hear from you if you like:

• Making a big impact with a Forbes Top Startup Employer

• Working on products that have traction (40X revenue growth in 4 years | #1 rated app in the insurance comparison category)

• Solving problems in a huge market ($2T market size)

• Working closely with serial entrepreneurs and seasoned leaders who have scaled companies like Robinhood, Amazon, LinkedIn, Wayfair, SoFi, Microsoft, etc.

About the opportunity:

We are on a mission to disrupt the car ownership experience, and help people who rely on their vehicles everyday save time and money on one of their most expensive, time-consuming and high-maintenance assets. Simplifying and democratizing car ownership and creating a world class experience is what drives every decision we make as a company. Since launching our mobile app in 2019, we have amassed over 4M customers, and expanded beyond insurance shopping to refinancing, safety and repairs.

We are looking for a Director, Contact Center Operations 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 and working closely with senior leaders across finance, marketing, product, data analytics and people operations, you will play a critical role in scaling our insurance business. You will oversee the day-to-day management of multiple contact center teams, driving team productivity and effectiveness, tackling operational issues, and moving the needle on key metrics for our customer conversion and retention, and unit economics. You will dive deep into our customer funnel, analyze individual and team performance, and make data-driven recommendations to optimize internal work streams, training and processes. If you are looking for an opportunity to make a measurable difference in the lives of millions and help us disrupt a massive industry, we'd love to hear from you! 

How you will make an impact:

• Manage and be responsible for the performance of multiple teams within our insurance sales and customer service department; you will have an intermediary layer of team leaders who will report directly to you 

• Hire, train, and provide coaching to your direct and indirect reports to optimize performance

• Stay close to the details, monitor key inputs and outputs, and find innovative ways to evolve our current workflows and processes to drive productivity and effectiveness

• Develop a compelling long term vision and set ambitious goals for your teams

• Provide mentorship and guidance to your teams on their long term career paths and succession planning

• Take insights from customers and our teams, and share continuous feedback to our product, engineering, and marketing teams to inform our product roadmap and improve our customer experience

Minimum requirements:

• Experience managing a team of 80+ 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 

Ideal 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.

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