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

The Director, CX Operations & Strategy at Jerry is responsible for managing multiple inbound virtual contact center teams in Austin. This role revolves around driving team performance, enhancing operational efficiency, and ensuring high customer satisfaction levels. You’ll work on scaling operations and implementing strategies to optimize the team’s performance while leveraging innovative technologies like our GenAI chatbot.

To stand out as a candidate for the Director, CX Operations & Strategy position at Jerry, showcase your extensive experience in leading large inbound contact center teams within the financial industry. Highlight your past successes in improving operational processes and increasing team efficiency. Additionally, demonstrate your analytical skills and a track record of driving performance through effective management.

Candidates need a Bachelor’s degree in a rigorous discipline and experience managing a team of 50+ contact center agents, especially in financial services like home or auto insurance. Proven ability to drive team performance and make process improvements is essential, along with strong organizational and analytical skills.

At Jerry, we pride ourselves on a culture of collaboration and innovation. We seek individuals who are intellectually curious, passionate about problem-solving, and thrive in a fast-paced environment. The ideal candidate for the Director, CX Operations & Strategy role will be a strong team player, capable of driving results while nurturing a high-performance culture among diverse teams.

The Director, CX Operations & Strategy will have a transformative impact on Jerry's operational efficiency and customer experience. By striving toward ambitious goals, collaborating with teams, and optimizing workflow and practices, the role directly influences Jerry's mission to grow the customer base substantially and enhance the overall service quality.

In the Director, CX Operations & Strategy role at Jerry, you will work with an array of technologies, including omni-channel solutions and proprietary tools like Front and Talkdesk. You’ll also collaborate with our automation and app teams to enhance the performance of our GenAI chatbot & voicebot technologies, focusing on optimizing customer interactions.

Joining Jerry as the Director, CX Operations & Strategy presents numerous career growth opportunities. With a pre-IPO startup environment focused on rapid expansion, you’ll access mentorship from experienced leaders, foster valuable industry connections, and participate in strategic decision-making processes that could accelerate your career trajectory significantly.

When managing a large team in a virtual contact center, I prioritize clear communication and regular check-ins. Establishing structured processes and leveraging technology enables seamless collaboration. Motivating team members through recognition and accountability is also crucial in maintaining high performance.

Certainly! In my previous role, I led a project that focused on reducing the average handling time of customer inquiries. By implementing process optimizations and training agents on best practices, we saw a 20% improvement in the metric, significantly enhancing overall customer satisfaction.

To balance cost reduction with customer satisfaction, I would analyze current workflows to identify inefficiencies and automate routine tasks. Additionally, investing in training to equip staff with the skills needed to handle diverse inquiries effectively contributes to both reduced costs and improved service quality.

Data plays a vital role in driving performance improvements. I regularly analyze metrics such as call volume, handling time, and customer feedback to identify trends. This information informs strategic decisions on training needs, staffing levels, and process improvements, enhancing overall efficiency.

I have successfully implemented automation solutions, including AI chatbots, to streamline customer inquiries. By leveraging GenAI technologies, we reduced response times and allowed human agents to focus on complex issues, resulting in better customer experiences and increased efficiency.

To ensure ongoing team development, I prioritize regular training sessions, performance reviews, and feedback loops. Encouraging team members to pursue professional development opportunities and setting clear performance goals creates a motivated environment that fosters continuous improvement.

In high-pressure environments, I address conflicts with transparency and open dialogue. I encourage team members to share their perspectives, facilitating a constructive discussion to find solutions. By fostering a culture of respect and collaboration, I can help resolve issues effectively.

In a previous role, I initiated a project to centralize customer feedback via multiple channels. By analyzing this data, we identified pain points and implemented changes accordingly, enhancing our customer experience strategy and leading to an increase in overall customer satisfaction ratings.

Team accountability is critical in my management approach. I believe in setting clear expectations and empowering team members to take ownership of their roles. Regular check-ins and constructive feedback ensure accountability and drive high performance across the board.

Ensuring compliance with financial regulations starts with thorough training for all team members on relevant policies and procedures. I also conduct regular audits and keep up-to-date with regulatory changes, implementing necessary training and adjustments promptly to uphold compliance standards.