Senior Manager, Contact Center Operations

Jerry.ai-posted 14 days ago

Full-time • Mid Level

Palo Alto, CA

251-500 employees

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We are looking for a Senior Manager, Contact Center Operations to join our Insurance Operations leadership team and ensure our front-line agents are operating at peak performance. This is a critical leadership role responsible for driving execution across our onshore sales and service teams (~50 agents). Reporting to our Director of Insurance Operations, you will also partner with product, engineering, and business analytics teams to evaluate performance data, optimize workflows, and develop performance systems and feedback loops to ensure we hit our sales and service goals consistently. You must be someone who thrives in a fast-paced, high-volume environment and can lead through structure, accountability, and continuous improvement. This role is ideal for someone who wants to take ownership of frontline performance, holds a high bar for results, and isn’t afraid to dig deep to solve problems at their root.

Performance Management: Build and sustain a high-performance culture by setting clear goals, enforcing accountability, and creating systems that surface underperformance early. Work closely with team leads to track progress daily, provide feedback, and ensure agents are hitting targets across key sales and service metrics.
Coaching & Development: Work with team leads to raise the performance of every agent through structured coaching, clear feedback, and consistent expectations. Help create a culture where high performance is recognized and rewarded, and underperformance is addressed head-on.
Operational Oversight: Own the day-to-day execution of sales and/or service teams, depending on where the business needs are greatest. Partner with functional leads to ensure alignment on priorities and translate strategic goals into weekly agent-level plans.
Root Cause Problem Solving: Diagnose performance issues at their root → whether driven by people, process, systems or execution, and develop action plans that improve inputs, not just outcomes. Establish proactive mechanisms to prevent issues from recurring.
Workflow & System Optimization: Work with product and engineering to identify and implement process improvements and system enhancements. Use data and frontline insights to continuously improve how agents work and how customers experience our service.

3+ years of experience managing a similar sized team of inbound contact center agents and team leads or supervisors, in a high-volume, metric-driven environment
Demonstrated ability to manage through others (e.g. team leads or supervisors), holding them accountable for their team’s performance
Experience using data to diagnose issues and implement operational or behavioral changes that improved outcomes
Track record of driving performance by managing inputs, not just outcomes
Comfort working across onshore and offshore teams, ideally in a tech-forward environment

You are a systems thinker who thrives on creating structure and accountability
You have a track record of elevating performance and don’t shy away from tough conversations
You bring urgency, clarity, and high standards to everything you do
You take full ownership of your domain and don’t wait for others to tell you what to do
You are energized by rolling up your sleeves, digging into data, and solving problems at their root
You believe feedback is a gift and you proactively seek it

We offer a comprehensive benefits package to regular employees, including health, dental, and vision coverage, paid time off, paid parental leave, 401(K) plan with employer matching, and wellness benefits, among others.
Equity opportunities may also be part of your total rewards package.
Part-time, contract, or freelance roles may not be eligible for certain benefits.

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