About the team

We believe delivering operational excellence through effective and consistent problem-solving, teamwork and leadership is crucial to Turo’s mission of putting the world's 1.5+ billion cars to better use.

We're a driven, fun team of operators who work closely with designers, researchers, data analysts, product managers, engineers, and other cross-functional peers to create enjoyable user experiences. We're fully committed to the belief that every customer touchpoint is an opportunity to strengthen a relationship, and to build the Turo brand, no matter the channel or issue at hand.

What you will do

You'll report to the Chief Operations Officer and support a team of quality, training, project, content and knowledge management professionals committed to supporting one of our product’s most visible areas: you can book any car you want, wherever you want it, from a vibrant community of trusted hosts across the US, Canada, France, Australia and the UK. You'll collaborate to craft a customer support user experience strategy that makes an impact by seamlessly integrating our user needs with our business objectives and be comfortable communicating the plan at all levels within the company. On a typical day, you'll review performance data, give feedback in department reviews, coach your team through complex problem spaces, manage tradeoffs with your cross-functional peers, and lead strategic shared services initiatives to enable delightful experiences. You are capable of being strategic and tactical. If necessary, you will roll up your sleeves and assist the front line while simultaneously thinking of how to improve the process. There’s much to do, and you’ll be responsible for making some cool stuff happen.

• Create and manage the ongoing roadmap for enabling knowledge sharing, as delivered via process and technology

• Direct the functional areas of quality, training, content, project and knowledge management

• Assess the overall performance and effectiveness of functional areas including managing key performance indicators and scorecard results

• Be an influential leader in our operations team, and craft a compelling long-term shared services strategy

• Coach internal team members to help them grow and achieve performance and productivity targets

• Partner with operations, claims, sales, product, engineering, design, data and research to ensure projects are well-defined, high impact, and successfully executed

• Guide solutions that deliver successful business outcomes

• Work closely with operational leadership to define and improve policies, processes and technology

• Accountable for managing costs of internal teams and external suppliers

Your profile

• 8+ years of professional experience managing a shared services department related to customer support consisting of training, quality, project management, content management and knowledge management.

• Bachelor degree or equivalent experience

• Strong leadership skills managing and motivating team members

• Strong analytical background to understand how to leverage data to influence business decisions

• Ability to build trust, interact globally with all levels of the organization and able to effectively communicate and influence team members and/or partners across cultures

• Exceptional communication skills-written, verbal, presentation, and meeting facilitation

• Strategic mindset with strong problem-solving and resolution skills

• Outstanding organizational skills with an attention to detail

• Experience working cross-functionally to drive strategy, vision, and execution

• Comfortable juggling a wide range of responsibilities at the same time, meeting established deadlines, including appetite and aptitude for infrequently stepping in to execute on your team’s behalf

• Prior experience implementing continuous improvement practices for a business unit and/or function

Bonus if you have

• Understanding of software tools used for knowledge management (ie Guru), workflows (ie Zingtree), learning management (ie Lessonly, Docebo), project management (ie Asana, Jira), content management (ie Wordpress), customer relationship management (ie Kustomer, Resolver, Origami, Zendesk, Salesforce)

• Background managing or working closely with internal or external contact centers

• Experience working in or with trust and safety, claims, or sales departments

• Involvement in a start-up organization, especially tech

#LI-ZS1

#LI-Hybrid

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.

Discover Turo at https://turo.com, the App Store, and Google Play, and check out our blog, Field Notes.

Read more about the Turo culture according to Turo CEO, Andre Haddad.

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.