Jobs @ Turo

Customer Support Operations Manager

Scottsdale
<p>Turo’s Customer Support Manager located in our growing Scottsdale, Arizona office will help shape the roadmap for creating an excellent customer experience!  You are an expert in customer service, knowledgable of omni-channel contact centers, capable of managing outsourced partnerships, an entrepreneurial leader and want to play a pivotal role in helping Turo further its dominance in the international peer-to-peer car-sharing market.  The right leader will be exceptional at both operations and strategy; ability to get deep into the details of processes and technologies while also understanding how each detail connects to the future and impacts other teams; deeply involved in the day-to-day customer and team experience while also driving the team towards the future; demanding great things of team members and partners while also facilitating work/life harmony.  This is a unique career opportunity that offers incredible potential for personal and professional growth.</p> <h6><strong>Responsibilities</strong></h6> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Work directly with vendors to meet or exceed defined KPIs, specifically around response time and customer satisfaction</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Evaluate staffing plans and scheduling to ensure expected volume will be handled within SLA targets in a multi/omni-channel customer care environment</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Research and implement process improvements to increase team efficiencies and effectiveness</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Participate in business reviews, inspect/drive action plans to address performance deficits</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Identify trends and provide feedback to other department heads, as required, to address</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Travel to outsourced locations (including Manila) for training sessions, business reviews, and to ensure overall quality of service</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Collaborate with internal, cross-functional departments as required</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Represent Turo’s mission, vision, and values with integrity and professionalism</span></li> </ul> <h6><strong>Requirements</strong></h6> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">2+ years in call center/contact center management experience</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Strong customer service background required</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Experience working with or at a Business Process Outsourcing (BPO) preferred</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Proficiency in data analysis and implementing operational process improvements</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Ability to quickly understand and use multiple technologies and tool sets</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">People management experience</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Undergraduate degree or equivalent required</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Bonus: start-up experience</span></li> </ul> <h6><strong>Benefits</strong></h6> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Competitive salary and meaningful equity</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Employer paid medical, dental, and vision insurance</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Apple equipment</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Four weeks paid time off, generous parental leave</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">11 paid holidays</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Weekly catered lunch</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Stocked kitchen and beverages</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Company-sponsored happy hours and team events</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Turo travel credit every month</span></li> </ul> <p><span style="font-weight: 400;">We're an equal opportunity employer and value diversity at our company. We don't discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.</span></p> <p><span style="font-weight: 400;">#LI-TC1</span></p>


Interested? Apply here.