Jared M. Riddle
Senior Director of Operations @Agero, Inc.
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WORK HISTORY
Senior Director of Operations @Agero, Inc.
Tri-Cities, TN, US
Lead multi-line contact center operations across Accident Management, Consumer Affairs, Connected Vehicle, and related functions, with accountability across internal and partner teams supporting 800+ FTE. Delivered multimillion-dollar favorable performance to plan while improving quality, reducing aged case volume, and strengthening operational discipline across a complex portfolio. Led major platform decommission and migration efforts with no client-facing performance degradation, followed by a strong operational rebound and materially improved cost efficiency. Drove a 43% reduction in cost per case and a 42% reduction in total time per case in 2025 through structural operating changes, workflow simplification, expanded automation, and tighter cross-functional coordination. Maintained strong multi-LOB performance during significant transformation, including year-long service level achievement in Connected Vehicle and major response-time and service improvements in Consumer Affairs. Helped reestablish the Clarksville, Tennessee contact center as a strategic site for growth, training, on-site leadership visibility, and cross-functional collaboration.
EDUCATION
King University
Master of Business Administration (MBA), Business Administration and Management, General
King University
Bachelor of Business Administration (BBA), Business Administration and Management, General
SKILLS
ABOUT JARED M. RIDDLE
I’m a senior contact center operations leader with 20+ years of experience leading large-scale, complex service organizations across internal sites, brick-and-mortar centers, and BPO partners.I lead multi-line-of-business operations spanning Accident Management, Connected Vehicle, Consumer Affairs, and adjacent contact center functions, with accountability for performance, financial results, client confidence, and organizational readiness across a workforce of 800+ FTE.My work sits at the intersection of execution and strategy: improving service and quality while redesigning operating models to scale more efficiently. Over the past several years, I’ve led major operational and platform transformations, improved cost and productivity performance, strengthened inventory and aged-case control, and helped position contact center operations as a strategic growth partner in cross-functional and commercial conversations.I’m known for bringing structure to ambiguity, staying calm in high-pressure environments, and building accountability without losing trust. My leadership style is data-driven, people-centered, and grounded in continuous improvement.Core areas of focus include contact center operations, operating model transformation, cost and productivity improvement, BPO/vendor strategy, workforce leadership, process change, and AI-enabled operational improvement.
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