Job Overview
Location
Remote
Job Type
Full-time
Category
Operations Manager
Date Posted
February 26, 2026
Full Job Description
đź“‹ Description
- • As the Quality & Training Lead at Jerry AI, you will be instrumental in shaping the success of our Sales and Service teams by architecting and implementing a robust quality assurance and training framework. This role is pivotal in ensuring our customer-facing teams deliver exceptional service, maintain compliance, and continuously improve their performance. You will report directly to the Senior Manager of Contact Center Operations, taking ownership of the end-to-end strategy for Quality Assurance (QA) and Training across both Sales and Service departments.
- • Your primary responsibility will be to build the standard for excellence. This involves developing and scaling our comprehensive QA program. You will design and implement rigorous call auditing processes, create effective scorecards that clearly define what constitutes great service, and establish calibration processes to ensure consistency and fairness in evaluations. These programs will be meticulously aligned with both regulatory requirements and our carrier partner standards, ensuring we operate at the highest level of integrity and compliance.
- • A significant part of your role will be to educate and empower our teams. You will be responsible for designing and delivering comprehensive training programs. This includes onboarding new hires, transforming them into knowledgeable and confident insurance professionals, as well as providing ongoing education and development for our existing team members. The training will cover a wide range of critical areas, including in-depth product knowledge, proficiency with our internal systems and tools, and strategies for effective sales and service interactions. The goal is to equip every team member with the skills and knowledge they need to excel.
- • You will also drive success in insurance licensing. This involves owning the entire insurance licensing process for our agents. You will provide essential preparation support to help candidates pass their licensing exams and meticulously track their progress to ensure that every member of our team is fully credentialed and compliant with all state regulations. This proactive approach minimizes risk and ensures our operations are always above board.
- • Your role will be deeply analytical and focused on optimization. You will leverage QA data and performance trends to identify specific skill gaps within the Sales and Service teams. These insights will be translated into targeted, "just-in-time" training initiatives designed to address these gaps efficiently and effectively. By continuously analyzing performance, you will drive a culture of ongoing improvement and skill development.
- • You will be the guardian of our internal knowledge. This includes maintaining and updating our internal knowledge base, which encompasses Standard Operating Procedures (SOPs), job aids, and e-learning modules. Ensuring that our team has access to the most accurate, up-to-date information at their fingertips is crucial for consistent service delivery and efficient problem-solving.
- • Collaboration is key to success in this role. You will partner closely with our Legal, Compliance, and Carrier Relations teams. Your role will be to operationalize new regulatory requirements and product updates seamlessly into our training and QA programs, ensuring that our teams are always informed and prepared for any changes in the insurance landscape.
- • This is an opportunity to build something from the ground up, to create processes and programs that will have a lasting impact on the customer experience and the success of our Sales and Service departments. You will be a critical player in scaling our operations and maintaining our commitment to providing the best possible insurance experience for our customers.
- • You will contribute to a culture of continuous learning and high performance, ensuring that Jerry AI remains at the forefront of the insurtech industry. Your work will directly influence customer satisfaction, retention, and the overall growth of the company by ensuring our front-line teams are exceptionally well-trained and performing at their peak.
- • The ideal candidate will possess a deep understanding of insurance operations, a passion for coaching and development, and a keen analytical mind. You should be comfortable navigating a fast-paced, evolving environment and be adept at translating complex information into clear, actionable guidance for a diverse team. Your ability to build relationships across departments will be essential for success.
🎯 Requirements
- • 3+ years of experience in insurance operations (agency, brokerage, or carrier).
- • Active P&C license (or willingness to obtain one quickly).
- • 2+ years of experience in training, quality auditing, or performance coaching.
- • Strong analytical skills with the ability to interpret data and identify trends.
- • Excellent communication and presentation skills, with the ability to explain complex topics clearly.
- • Adaptability and a proactive approach to process development in a fast-paced environment.
🏖️ Benefits
- • Competitive base salary ($90k-$120k) and equity (stock options).
- • Comprehensive health, vision, and dental insurance.
- • Generous paid time off and paid parental leave.
- • 401(K) with employer matching.
- • Remote work environment with provided equipment.
Skills & Technologies
Senior
Remote
About Jerry Technologies, Inc.
Jerry is a technology company focused on simplifying and personalizing the car ownership experience. They offer a mobile app that acts as a digital assistant for car owners, providing services such as insurance comparison and purchasing, maintenance scheduling, roadside assistance, and parking assistance. Jerry aims to reduce the stress and cost associated with owning a vehicle by leveraging AI and data analytics to offer tailored solutions and competitive pricing. Their platform connects users with a network of service providers and insurance carriers, streamlining the entire car ownership lifecycle.
