Experienced Manager of Customer Operations for Inbound Virtual Contact Centers – Leadership Role in a High-Growth Environment

Welcome to blithequark At blithequark, we're not just building a company - we're revolutionizing the way people interact with services that impact their daily lives. As a pre-IPO startup with $240M in funding and 40X revenue growth in just four years, we're poised to disrupt a $2T market. Our team is comprised of brilliant leaders and teammates from renowned companies like McKinsey, BCG, Bain, Nvidia, GEICO, Better, Nerdwallet, and a16z, ensuring a talent-dense environment that will accelerate your career growth. About the Opportunity We're seeking an exceptional Manager, Customer Operations to join our Insurance Operations leadership team. As a critical leader, you will ensure our front-line agents operate at peak performance, driving execution across our onshore sales and service teams. Reporting to our Director of Insurance Operations, you will partner with product, engineering, and business analytics teams to evaluate performance data, optimize workflows, and develop performance systems and feedback loops that consistently meet our sales and service goals. This role is ideal for someone who thrives in fast-paced, high-volume environments and can lead through structure, accountability, and continuous improvement. You must be someone who holds a high bar for results and isn't afraid to dig deep to solve problems at their root. Our Mission blithequark is building the first super app to help people optimize all aspects of owning a vehicle – from insurance and buy/sell to registration, loans, safety, repairs, parking, and more. Since our inception, we've launched loan refinancing, driving insights, a repair marketplace, car diagnostics, and a GenAI-powered chatbot & voicebot, amassing over 5M customers and raising $240MM in funding. Our revenue has scaled 40X, and our team has grown to 250 across four countries. How You Will Make an Impact Performance Management: Build and sustain a high-performance culture by setting clear goals, enforcing accountability, and creating systems that surface underperformance early. Collaborate with team leads to track progress daily, provide feedback, and ensure agents meet targets across key sales and service metrics. Coaching & Development: Work with team leads to elevate 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 Oversight: 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 develop action plans that improve inputs, not just outcomes. Establish proactive mechanisms to prevent issues from recurring. Workflow & System Optimization: Collaborate with product and engineering teams 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 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-forward 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 believe feedback is a gift and proactively seek it What We Offer At blithequark, we're committed to providing a work environment that fosters growth, innovation, and collaboration. As a member of our team, you can expect: Competitive compensation and benefits packages Opportunities for career growth and professional development A dynamic, talent-dense environment that encourages learning and innovation Recognition and rewards for outstanding performance A comprehensive approach to diversity, equity, and inclusion Our Culture At blithequark, we value passion, curiosity, and egolessness. We're a team of individuals who love solving real-world problems and are dedicated to building a revolutionary product that's disrupting a massive market. Our culture is built on the principles of: Collaboration and teamwork Continuous learning and improvement Accountability and ownership Transparency and open communication Diversity, equity, and inclusion Join Our Team If you're a motivated and experienced professional looking to make a meaningful impact in a high-growth environment, we encourage you to apply for this exciting opportunity. As a Manager, Customer Operations at blithequark, you'll be part of a talented team that's shaping the future of vehicle ownership. Don't miss this chance to accelerate your career and contribute to a revolutionary product that's changing the lives of millions. Apply now and become a part of the blithequark team!