Director, CX Operations & Strategy (inbound virtual contact center) Full Time

Description:

• 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 from companies like McKinsey, BCG, Bain, Nvidia, GEICO, Better, Nerdwallet, a16z, etc.
• Disrupt a massive market and grow the business to $5B in the next few years.
• Jerry is building a super app to optimize all aspects of owning a car.
• Manage the day-to-day operations of virtual contact center teams, focusing on productivity, operational cost, speed of request fulfillment, and customer satisfaction.
• Evaluate and optimize workflows, tools, and systems, leveraging automation and GenAI chatbot & voicebot technology.
• Play a key role in scaling the customer base from 5M to 50M customers.

Requirements:

• Experience managing 50+ inbound contact center agents in financial services.
• Proven track record in driving team performance through first-line managers.
• Experience improving processes and training to increase efficiency.
• Bachelor’s degree in an intellectually rigorous discipline.
• Analytical with data-driven decision-making skills.
• Strong sense of ownership and ability to tackle complex challenges.
• Decisive, with the ability to handle high-stakes, conflict-laden situations.
• Extremely organized, with excellent time management.

Benefits:

• Equal Employment Opportunity employer.
• Reasonable accommodations for individuals with disabilities.