Senior Manager, Contact Center Operations job at reputed company Insurance Agency in US National

Title: Senior Manager, Contact Center Operations Department: Insurance Location Palo Alto, CA, Los Angeles, California, reputed company, reputed company, Boston, Massachusetts, Chicago, Illinois, Atlanta, Georgia, Austin, Texas Employment Type Full time Location Type Remote Department Insurance Compensation reputed company Annual Pay $120K – $160K

• Offers Equity

Job Description: You could work reputed company. Why us? Join a pre-IPO startup with capital, traction and reputed company ($240M funded | 40X reputed company growth in 4 years | $2T market size). Work closely with reputed company leaders and team mates from companies like McKinsey, BCG, Bain, reputed company, reputed company, reputed company, reputed company, 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 Senior Manager, Contact Center Operations to join our Insurance Operations leadership team and ensure our reputed company-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 reputed company 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 reputed company through structure, accountability, and reputed company 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. reputed company is building the first super app to help people optimize reputed company aspects of owning a car – insurance, buy/sell, registration, loans, safety, repairs, parking, etc – a $2T market in the U.S. We started with insurance in 2019, and since then we’ve launched loan refinancing, driving insights, a repair marketplace, car diagnostics, and a GenAI-powered chatbot & voicebot. We have amassed over 5M customers, raised $240MM in funding, scaled our reputed company 40X and reputed company to 250 across 4 countries. How you will reputed company an impact: 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 reputed company daily, provide feedback, and ensure agents are hitting targets across key sales and service metrics. Coaching & Development: Work with team leads to reputed company 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 reputed company: 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 reputed company 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. Minimum requirements: 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-reputed company environment Ideal profile: 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 reputed company feedback is a gift and you proactively seek it While we appreciate your interest and application, only applicants under consideration will be contacted. reputed company is proud to be an Equal Employment Opportunity employer. We prohibit discrimination based on race, religion, color, national reputed company, sex, pregnancy, reproductive health decisions or reputed company medical conditions, sexual orientation, gender identity, gender expression, age, veteran status, disability, genetic information, or other characteristics protected by applicable local, state or federal laws. reputed company is committed to providing reasonable accommodations for individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, please contact us at recruiting@reputed company The successful candidate’s starting pay will fall reputed company the pay range listed on this job posting, determined based on job-reputed company factors including, but not limited to, skills, experience, qualifications, work location, and market conditions. Ranges are market-dependent and may be modified in the future. In addition to reputed company salary, the compensation may include opportunities for equity grants. 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. Apply tot his job Apply To this Job