Senior Manager, Contact Center Operations - Remote

Overview

Join a pre-IPO startup that is disrupting a massive market with a focus on optimizing all aspects of car ownership, including insurance and financing.

In Short

• Lead a team of ~50 contact center agents in a fast-paced environment.
• Drive execution across sales and service teams to meet performance goals.
• Collaborate with product and engineering teams to optimize workflows.
• Build a high-performance culture through coaching and accountability.
• Utilize data to diagnose performance issues and implement improvements.
• Own daily operations and align team priorities with strategic goals.
• Establish proactive mechanisms for performance management.
• Support a culture of recognition and address underperformance directly.
• Enhance customer experience through systematic improvements.
• Work in a talent-dense environment with opportunities for career growth.

Requirements

• 3+ years managing a team in a high-volume contact center.
• Experience in driving performance through accountability.
• Ability to use data for operational improvements.
• Comfort with both onshore and offshore teams.
• Strong problem-solving skills and a systems-thinking mindset.

Benefits

• Comprehensive benefits package including health, dental, and vision coverage.
• Paid time off and parental leave.
• 401(K) plan with employer matching.
• Equity opportunities may be part of the total rewards package.