Director of Operations Excellence

3 weeks ago


Raleigh, North Carolina, United States Jerry Full time
About Jerry:
Jerry is a pioneering company that's revolutionizing how people manage owning a car. Our innovative AI-powered app simplifies and automates various aspects of car ownership, including insurance, financing, maintenance, and safety. With over 5 million customers and a 4.7-star rating in the App Store, we're committed to delivering exceptional experiences.

As Director, Contact Center Operations & Strategy, you'll play a pivotal role in shaping our customer experience and driving operational efficiency. Reporting to our VP, Insurance Operations, you'll lead our onshore and offshore teams, optimize workflows, evaluate tools and systems, and leverage automation to streamline processes. Your influence will be crucial in helping us achieve our ambitious goals, including increasing customer satisfaction, reducing operational costs, and speeding up customer request fulfillment.

Key Responsibilities:
- Build and maintain a high-performance culture among both onshore and offshore teams
- Plan for hiring and work closely with recruiting to bring on high-caliber team members
- Redesign and enhance onboarding and training programs for onshore and offshore teams
- Define and own workflow improvements, including the development of offshore teams

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

We estimate the salary for this position to be around $120,000 - $180,000 per year, based on industry standards and location. However, please note that the actual salary may vary depending on factors such as location, experience, and qualifications.

At Jerry, we're passionate about building a revolutionary product that's disrupting a massive market. If you're eager to join a talented team and make a meaningful impact, apply now

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