Job Overview
Location
Austin, Texas, USA
Job Type
Full-time
Category
Operations Manager
Date Posted
February 27, 2026
Full Job Description
đź“‹ Description
- • As the Quality & Training Lead for Jerry Technologies, Inc., you will be the pivotal architect of excellence within our Sales and Service departments, directly impacting customer satisfaction and operational efficiency. Reporting to the Senior Manager of Contact Center Operations, you will take ownership of the complete lifecycle of Quality Assurance (QA) and Training strategies, from initial design to ongoing optimization. This role is crucial for ensuring our front-line teams are not only compliant with industry regulations and carrier standards but are also equipped with the knowledge, skills, and confidence to deliver exceptional customer experiences.
- • You will be instrumental in building and scaling our Quality Assurance program. This involves developing robust call audit processes, creating comprehensive scorecards that accurately measure performance against defined quality standards, and establishing calibration sessions to ensure consistency and fairness in evaluations. Your work will directly influence how we perceive and achieve 'great' service, ensuring alignment with both internal goals and external requirements.
- • A significant part of your role will be dedicated to educating and empowering our team members. You will design and deliver engaging and effective training curricula for new hires, transforming them into knowledgeable and proficient insurance professionals. Furthermore, you will develop and implement ongoing training initiatives for our existing team, focusing on deepening product knowledge, enhancing system proficiency, and refining sales and service techniques to drive better customer outcomes.
- • You will play a critical role in managing the insurance licensing process for our team. This includes providing comprehensive preparation support for licensing exams and meticulously tracking progress to ensure all team members are fully credentialed and compliant with state and federal regulations. Your oversight will be key to maintaining operational readiness and avoiding compliance risks.
- • Leveraging data-driven insights will be central to your success. You will analyze QA data, performance trends, and customer feedback to identify skill gaps and areas for improvement within the team. These insights will then be translated into targeted, 'just-in-time' training initiatives designed to address specific needs and enhance overall team performance.
- • You will be the guardian of our internal knowledge base. This involves maintaining and updating Standard Operating Procedures (SOPs), creating clear and concise job aids, and developing e-learning modules. Ensuring the team has access to the most accurate, up-to-date information is paramount for consistent and effective service delivery.
- • Collaboration is key to this role. You will work closely with our Legal, Compliance, and Carrier Relations teams to understand and operationalize new regulatory requirements, product updates, and carrier mandates. Your ability to translate complex information into practical guidance for the front-line team will be essential.
- • This is an opportunity to build processes from the ground up in a fast-paced, dynamic environment. You will have the autonomy to shape the QA and Training functions, making a tangible impact on the success of Jerry.ai's customer-facing operations. Your contributions will directly support our mission to make insurance as easy as it should be for our customers, ensuring they receive the best coverage at the best price.
- • The ideal candidate will possess a deep understanding of insurance operations, coupled with a passion for developing others. You will be adept at identifying performance opportunities through data analysis and possess the communication skills to effectively convey complex information to diverse audiences. Your adaptability and proactive approach will be vital in navigating the evolving landscape of the insurance industry and the growth of Jerry.ai.
- • Ultimately, you will be the driving force behind a culture of continuous improvement and exceptional service, ensuring our Sales and Service teams are best-in-class and our customers consistently experience the ease and value that Jerry.ai promises.
🎯 Requirements
- • Minimum of 3 years of experience in insurance operations (agency, brokerage, or carrier).
- • Active Property & Casualty (P&C) insurance license, or willingness to obtain one rapidly.
- • Minimum of 2 years of experience in training, quality auditing, or performance coaching within a contact center or similar environment.
- • Proven ability to analyze performance data, identify trends, and translate findings into actionable training and coaching plans.
- • Excellent communication, presentation, and interpersonal skills, with the ability to explain complex insurance concepts clearly.
- • Experience in developing and maintaining knowledge management systems (SOPs, job aids, e-learning).
🏖️ Benefits
- • Competitive base salary ($90k-$120k) plus equity (stock options).
- • Comprehensive health, vision, and dental insurance.
- • Generous paid time off (PTO) and paid parental leave.
- • 401(k) plan with employer matching.
- • Remote work environment with provided equipment.
Skills & Technologies
Senior
Remote
$90k-120k
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.
