You could work anywhere. Why us?
While professional experience and qualifications are key for this role, make sure to check you have the preferable soft skills before applying if required.
- 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 data-driven Senior Manager, BizOps and Strategy to own our sales & customer service operations teams P&L overseeing people, processes and systems and drive improvements in three key areas : Operational Cost per Customer, Speed of Customer Request Fulfillment, and Customer Satisfaction.
You will elevate our customer experience through leveraging automation, our in-house GenAI chatbot & voicebot technology, optimizing workflows, streamlining onshore & offshore teams, and strengthening the partnership between our customer-facing agents and our product and engineering teams.
You will set ambitious goals for the operations teams and maintain a culture of high performance. 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.
How You Will Make An Impact
- 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.
- 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).
- 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.
Preferred Experience
- Bachelor’s degree in a quantitatively or intellectually rigorous discipline
- 7+ years of business operations and / or management consulting experience (McKinsey, Bain, or Boston Consulting Group preferred)
- Demonstrated success in optimizing business processes and / or operations
- Experience managing high-performance teams
- Proficiency in Excel, SQL or related, and comfortable with data analysis
Who You Are
- You have a framework for problem-solving and live by first principles
- You are comfortable communicating with audiences varying from front-line employees to senior executives
- 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
About Jerry
Jerry is America’s first and only AllCar app. We are redefining and radically improving how people manage owning a car, one of their most expensive and time-consuming assets.
Backed by artificial intelligence and machine learning, Jerry simplifies and automates owning and maintaining a car while providing personalized services for all car owners' needs.
We spend every day innovating and improving our AI-powered app to provide the best possible experience for our customers.
From car insurance and financing to maintenance and safety, Jerry does it all. We are the #1 rated and most downloaded app in our category with a 4.
7 star rating in the App Store. We have more than 5 million customers and we’re just getting started. Jerry was founded in 2017 by serial entrepreneurs and has raised more than $240 million in financing.
Join our team and work with passionate, curious and egoless people who love solving real-world problems. Help us build a revolutionary product that’s disrupting a massive market.
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