Customer Support Operations Manager at Turo
Scottsdale, AZ, US

Turo’s Customer Support Manager 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.

Responsibilities
  • Work directly with vendors to meet or exceed defined KPIs, specifically around response time and customer satisfaction
  • Evaluate staffing plans and scheduling to ensure expected volume will be handled within SLA targets in a multi/omni-channel customer care environment
  • Research and implement process improvements to increase team efficiencies and effectiveness
  • Participate in business reviews, inspect/drive action plans to address performance deficits
  • Identify trends and provide feedback to other department heads, as required, to address
  • Travel to outsourced locations (including Manila) for training sessions, business reviews, and to ensure overall quality of service
  • Collaborate with internal, cross-functional departments as required
  • Represent Turo’s mission, vision, and values with integrity and professionalism
Requirements
  • 2+ years in call center/contact center management experience
  • Strong customer service background required
  • Experience working with or at a Business Process Outsourcing (BPO) preferred
  • Proficiency in data analysis and implementing operational process improvements
  • Ability to quickly understand and use multiple technologies and tool sets
  • People management experience
  • Undergraduate degree or equivalent required
  • Bonus: start-up experience
Benefits
  • Competitive salary and meaningful equity
  • Employer paid medical, dental, and vision insurance
  • Apple equipment
  • Four weeks paid time off, generous parental leave
  • 11 paid holidays
  • Weekly catered lunch
  • Stocked kitchen and beverages
  • Company-sponsored happy hours and team events
  • Turo travel credit every month