Senior Manager, Customer Operations & Strategy
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 Opportunity
We are looking for a Senior Manager, Customer 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 efficiency
Ideal 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 executives
