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Marketplace Support Program Manager

Turo

Turo

Customer Service, Operations
Phoenix, AZ, USA
Posted on Wednesday, July 10, 2024

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.

About the team

The purpose of the Marketplace Program Manager role at Turo is to ensure the Customer Support Operations teams are designing, prioritizing, and delivering exceptional experiences for our hosts and guests. This often times includes interactions that span across multiple parts of the business. You’ll develop and manage structured methodologies to ensure support experiences bring people, process, and product capabilities together that deliver best-in-class experiences.

You will be involved in supporting customer experience journey targets (customer satisfaction/customer effort score/etc), as well as supporting specific operational targets (contact rates/cost per trip/etc). You’ll also need to take a global approach but understand regional and market nuances in order to act as a leader and innovator in your area of expertise and advise others on the team.

To achieve this, you will need strong subject matter expertise in understanding the end-to-end customer and agent experience, operational performance management, business process design, and support solutions. You will liaise with operations, product, engineering, legal, and marketing and ensure priorities and outcomes are aligned to overall business priorities.

What you will do

  • Program delivery: Execution against goals.
  • 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 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.
  • Process design: You will be responsible for assisting in the development and execution of the support design approach for the Customer Support operations teams.
  • Assist in the execution and program-manage several high-priority projects to build a unified support experience
  • Assist in creating a compelling vision and supporting roadmap - Uses knowledge of support best practices (internally & externally) to easily translate that into a compelling vision that is aligned with Turo’s mission and business priorities.
  • Serve as a subject matter expert between Customer Support and Global Operations to communicate shared goals, product dependencies, and timelines

Your profile

  • Progressive experience of 2 years, or a minimum of 5 years relevant experience, navigating complex or matrixed environments.
  • Bachelor's Degree or equivalent work experience
  • Experience managing multiple programs in a fast-paced tech environment
  • Familiarity and/or experience with support solutions and processes in complex customer support environments.
  • Customer Focused: Is passionate about delivering best-in-class customer support, and seeks to understand stakeholders’ needs through feedback, balancing the needs of customers, employees, and Turo in business decision-making.
  • Results focused: Very analytical; drives decisions with data. Is able to dig into the details of the data, but also zoom out and see the bigger impact. Considers all stages of the customer journey and drives for results, but is also willing to experiment and take risks.
  • Ability to cultivate relationships: Can establish strong relationships across levels, teams, and departments at Turo, and has the ability to work cross-functionally to deliver results.
  • Comfortable with ambiguity: Accepts challenges with imperfect information. Works always to get more clarity and is an open and transparent communicator about what is known and not known.
  • Excellent communication skills - including the ability to present to large and senior audiences, inspire the global team, provide clear direction to teams, and communicate results.
  • Creative thinker & problem solver - Can assess a problem, opportunity, or business challenge quickly and make strong decisions based on facts presented or based on previous experience. Look for new and creative ways to move the business forward. Uses contacts internally and externally to solve problems quickly and efficiently, with the best outcome in mind.
  • Customer journey design skills - Understand the approach, tools & techniques needed to drive a customer experience mentality and focus within your service area remit.

The Phoenix base salary target range for this full-time position is $82,000-$92,000 + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position in this location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your work location during the hiring process.
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Benefits

  • Competitive salary, equity, benefits, and perks for all full-time employees
  • Employer-paid medical, dental, and vision insurance (Country specific)
  • Retirement employer match
  • $2,000 Learning & Development stipend to invest in your professional development
  • $1,000 USD Turo host matching and $1,500 USD vehicle reimbursement program
  • $100 USD Monthly Turo travel credit
  • Cell phone, internet and Fringe benefit 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 weekly in-office lunch, office snacks, and fun activities
  • Annual Turbo Week (week-long, company-wide conference)

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.

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.

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.