Manager, Operations (UK) at Turo
London, GB

We are looking for an entrepreneurial and customer-oriented Operations Manager to lead our growing team in London. The Manager will be responsible for all aspects of UK customer support, claims, insurance and risk operations and will be a senior member of the operations function globally. You will initially be directly managing a two-person team with a view to scaling this out and outsourcing key functions.

You will lead and shape Turo’s operations strategy in the UK and will make sure Turo provides the best possible quality of service to our customers through operational excellence. Your vision, creative problem solving and analytical talents will be key to delivering an outstanding experience to UK customers while scaling operations to support Turo’s fast growth across the country and the roll out across Europe. 

You will be responsible for driving improvements in processes and policies to better address the needs of our UK customers and will be a champion of the UK across the entire organization.

Responsibilities

  • Oversee UK operations associates and ensure the team delivers the highest quality of service to Turo customers; monitor and report on team’s KPIs
  • Build and iterate a process for the fair and prompt handling of damage claims; act as liaison between Turo and our insurance partners
  • Handle customer support, claims, and trust & safety escalations when necessary
  • Work cross functionally with central operations and our International Product team to develop and streamline UK operations processes and policies
  • Define short and long-term strategy for customer support in the UK as volume scales
  • Be the main point of contact for UK operations both within the team and the company as a whole
  • Work closely with Finance to develop accurate volume and forecasts for operational costs and cost of insurance
  • Consistently contribute with ideas to further improve our product, user experience, our and our operations in the UK
  • Fill a vital role as part of the core leadership team for the UK as we scale to one of the world’s leading technology businesses.

Your profile:

  • Strong academic background: Undergraduate degree of 2:1 or higher
  • Fluent in English
  • Top-notch oral and written communication skills; great presentation skills
  • 4+ years of experience in operations, customer support and/or risk management in a fast-growing environment; tech, startup and international experience a strong plus
  • Great problem-solving skills and analytical abilities
  • Outstanding attention to detail, with strong ethic of personal responsibility
  • Strong customer service and dispute resolution skills
  • Ability to prioritize and handle multiple projects with tight deadlines.
  • Good interpersonal skills. Key attributes: positive mental attitude, honest, direct, take-charge, good sense of humor.
  • Entrepreneurial, intellectually curious, first-principles thinker who's happy to challenge the status quo.
  • You want to work at a company that is pioneering the sharing economy, will impact our society, transportation, and the environment. 

Benefits:

  • Competitive salary and significant equity
  • Multiple trips a year to SF office
  • Employer paid medical, dental, and vision insurance
  • Four weeks paid time off, volunteer time off
  • Weekly team lunch
  • Company-sponsored happy hours and team events
  • Apple equipment
  • Turo owner matching and vehicle reimbursement program
  • Turo travel credit every month
  • Apple equipment
  • Leadership opportunity at a fast-growing startup
  • Work in a great space at the heart of Old Street, London’s tech hub