Manager, Customer Experience and Innovation

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, 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:

Jerry is a pioneer in combining automation, GenAI, and innovative onshore and offshore sales and support teams to deliver an amazing customer experience. We are seeking a dynamic leader to help drive our sales & service operations, overseeing people, processes, systems, execution, and partners. In this role, you will own an Operations Team P&L and will drive improvements in three high-level KPIs: Operational Cost per Customer, Speed of Customer Request Fulfillment, and Customer Satisfaction.

As our Manager, Customer Experience and Innovation, you will improve customer experience through deeply understanding and optimizing issue resolution workflows and strengthening our culture of engagement between customer-facing team members and those building the Automation and AI to support them. You will evaluate current tools, streamline onshore & offshore teams, and focus on continuous improvement in customer experience. You will also create and maintain a culture of excellence within the Operations team who reports to you by setting ambitious goals and motivating the team to achieve them. Through your influence, you will also help set priorities and create a high sense of urgency for the teams working to automate manual workflows and leverage our Chatbot and Voicebots to provide instant support for users.

Process & systems:

• Automation Collaboration: Partner with automation and app teams to help reduce incoming calls, texts, and requests, contributing to automation goals. Support the Propelix team in understanding chatbot and voicebot performance (CSAT, strengths, weaknesses, opportunities) and contribute to setting project priorities.

• Workflow Support: Assist in identifying and implementing workflow improvements, including the development of offshore teams (UST). Help balance efficiency with customer experience while adhering to licensing requirements.

• Systems Evaluation Support: Work alongside other managers to assess and improve current systems. Gain exposure to decision-making regarding omni-channel solutions and assist in determining the effectiveness of tools like Front and Talkdesk.

• BPO Evaluation: Support in launching and evaluating a second BPO trial. Provide insights on balancing the costs and benefits of managing multiple BPOs.

People operations:

• Culture Driver: Drive a culture of high-performance and collaboration between contact center agents and other departments (product and engineering). Encourage agents to share customer feedback and insights to foster a sense of ownership beyond individual tasks.

• Performance Management: Build a performance-driven culture, among both onshore and offshore teams, by setting aggressive goals, holding the team accountable to those goals, rewarding top-performing teams and individuals, and addressing underperformance quickly. 

• Call and Interaction Coaching: Improve both the frequency and quality of call and text/chat interaction monitoring and coaching, focusing on customer satisfaction, salesmanship, and efficiency metrics.

• Hiring, Training & Onboarding: Plan for hiring (onshore and offshore) and work closely with recruiting to bring on extremely high-quality 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.

Preferred experience:

• Experience managing high-performance operational teams with proven analytical chops. 

• Innovative coach: you are constantly re-evaluating systems and processes and looking for an edge. 

• Demonstrated success in business process optimization, strategy or operational consulting, or driving innovation in a startup or larger company.

• Strong business operations leaders or management consultants who have not yet held an Operational Leadership role over a Sales & Customer Service organization, but are looking for