Manager, Customer Operations

About the team

Turo is redefining car rental, and we’re looking for an ambitious and driven customer support leader to lead our in-house and offshore CS teams and deliver exceptional customer experiences for guests and hosts across the UK. Reporting into the Director of Operations, you will be responsible for the UK’s customer experience metrics (CSats, SLAs, etc.) as well as key operational performance metrics (contact rate, roadside incident rate, cost per trip, etc.). To meet these targets, you will manage and inspire a team of in-house Executive Support Associates and outsourced BPO teams. You will develop, manage, and support cross-functional programs and capabilities that will deliver best-in-class customer experiences. You will need strong subject matter expertise in understanding the end-to-end customer and agent experience, as well as operational performance management. You will liaise with stakeholders across operations, product, engineering, legal, and marketing to ensure priorities and outcomes are aligned to business objectives.

What you will do

• Drive performance improvements and develop data-driven solutions in a customer support environment across both in-house and BPO agents.
• Directly manage a team of escalation leads who handle inquiries about Host and Guest accounts, and Turo services, to ensure the highest quality of service and issue resolution.
• Evaluate escalation lead staffing and scheduling to ensure the expected volume will be handled within SLA targets. Research and implement process improvements to increase team efficiency and effectiveness.
• Operational excellence: Ensure that CS has a convincing voice at the table by providing compelling business cases backed by data.
• Inspire teams: Champion Turo’s Mission is to help teams understand how their work contributes to end goals. Work with direct and indirect reports and vendor partners to create team cohesion and engagement.
• Strategic thinking and analytical skills: Ability to look at each problem or data set from many different angles to develop innovative, effective, and simple solutions.
• Communication/interpersonal skills: be an inspirational leader that can infuse enthusiasm within the team. Collaborate with peers, partners, and cross-functional teams and use superior communication skills to cultivate professional relationships with key stakeholders.
• Lead, develop, and support the execution of the support design approach for the Customer Support operations teams.
• Assist in the execution and program management of several high-priority projects to build a unified support experience.
• Serve as a subject matter expert between Customer Support and Global Operations to communicate shared goals, product dependencies, and timelines.

Your profile

• Experience driving impact with outsourced BPO customer support teams.
• Demonstrated ability to understand data, build strategies, and effectively monitor both internal team performance and external BPOs.
• A curious, problem-solving mentality, where you are always seeking better ways to achieve goals, question status quo, and formulate actions to improve team performance.
• Excellent verbal and written communication skills. Able to cascade functional strategy within the team, and to communicate results and actions both internally and with senior leaders.
• Excellent organisational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Proficient with G-Suite, Microsoft Office, or related software.

Bonus if you have

• Bachelor’s degree preferred.

For this role, the target base salary range in London is £48,000 - £60,000 annually. This role is also eligible for equity and benefits. In general, our ranges reflect the market-based target for new hire salaries based on the level and location of the role. Within the range, individual pay is determined by objective factors assessed during the application and interview process, such as job-related skills, experience, and relevant education or training. We encourage you to talk with your recruiter to learn more about the total compensation and benefits available for this role.

Turo highly values having employees working in-office to foster a collaborative work environment and company culture. This role will be in-office on a hybrid schedule — Turists will be expected to work in the office 3 days per week on Mondays, Wednesdays, and Thursdays. Your recruiter can share more information about the various in-office perks Turo offers.

Benefits

• Competitive salary, equity, benefits, and perks for all full-time employees.
• Employer-paid medical, dental, and vision insurance (Country specific).
• Retirement employer match.
• Learning & Development stipend to invest in your professional development.
• Turo host matching program.
• Turo travel credit.
• Cell phone and internet stipend.
• Paid time off to relax and recharge.
• Paid holidays, volunteer time off, and parental leave.
• For those who are in the office full-time or hybrid we have in-office lunch, office snacks, and fun activities.

We are committed to building a diverse team. If you are from a background that’s underrepresented in tech, we’d love to meet you. Aside from an award winning work environment and the opportunity to be part of the world’s largest car sharing marketplace, we are also growing the team quickly - join us! Even if you don’t meet every qualification, we are looking for people with enthusiasm for what we do and we will consider you for this and other possibilities.

About Turo

Turo is the world’s largest car sharing marketplace where you can book the perfect car for wherever you’re going from a vibrant community of trusted hosts across the US, UK, Canada, Australia, and France. Whether you’re flying in from afar or looking for a car down the street, searching for a rugged truck or something smooth and swanky, Turo puts you in the driver’s seat of an extraordinary selection of cars shared by local hosts.

Turo is an Equal Opportunity Employer and a participant in the U.S. Federal E-Verify program. Women, minorities, individuals with disabilities and protected veterans are encouraged to apply. We welcome people of different backgrounds, experiences, abilities and perspectives. Turo will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, as applicable. We welcome candidates with physical, mental, and/or neurological disabilities. If you require assistance applying for an open position, or need accommodation during the recruiting process due to a disability, please submit a request to People Operations by emailing PeopleOps@turo.com.