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Manager, Trust & Safety Operations Programs

Turo

Turo

Operations
Phoenix, AZ, USA
Posted on Friday, June 7, 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

We're a driven, grounded, fun team of Trust and Safety professionals who have a passion for protecting our global marketplace. Our priority is sustaining a world-class risk and investigations program by leveraging top third-party tools, understanding that critical incidents do not occur in a vacuum, and, most importantly, developing a team of risk professionals that directly support the Turo community and provide a best-in-class experience.

We are searching for a Manager, Trust & Safety Operations to join us in our Phoenix, AZ office. This person will lead our Trust & Safety Operations teams and ensure they are designing, prioritizing, and executing upon a best-in-class strategy that integrates product, analytics, and operational effectiveness to proactively mitigate risk as well as manage the overall safety of our online and offline customer experience when incidents happen.

You will be involved in setting and achieving risk management (incident rates, loss rates) and customer experience targets (customer satisfaction, customer effort score), as well as supporting specific operational targets (contact rates, cost per trip). 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 across teams.

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

What you will do

  • Program delivery: Execution against goals. Assist and partner to execute high-priority projects to build a unified and trusted customer experience while reducing risk.
  • Process design: Ensure that all workflows and processes are efficient and effective. Facilitate change management across the organization to promote adoption and minimize disruption.
  • Operational efficiency: You will be responsible for assisting in the development and execution of the support design approach for Trust & Safety operations teams.
  • Strategic thinking and data analysis: Look at problems or data sets from many different angles to develop innovative, effective, and simple solutions. Perform root cause analysis to close gaps and improve performance.
  • Stakeholder representation: Serve as a subject matter expert between Trust & Safety and Global Operations to communicate shared goals, product dependencies, and timelines. Ensure that Trust & Safety has a convincing voice at the table by providing compelling business cases supported by data.
  • Communication and interpersonal relationship building: 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.
  • Inspire teams: 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.

Your profile

  • Bachelor’s degree or equivalent work experience
  • 5+ years of experience managing multiple programs and team members in a fast-paced tech environment
  • Experience with support solutions and processes in complex environments
  • Experience working with BPO agents and agencies
  • Methodical process design - Able to design, document, and implement processes to address business needs
  • Excellent communication skills - Comfortable presenting to a variety of audiences, inspire the global team, provide clear direction to teams, and communicate on results.

Bonus if you have

  • Creative thinking & problem solving skills - Can assess a problem, opportunity, or business challenge quickly and make strong decisions based on facts presented or based on previous experience. Continuously seeks new and creative ways to move the business forward.
  • Relationship building skills - Can cultivate and maintain strong relationships across levels, teams and departments at Turo, and has an ability to work cross-functionally to deliver results.
  • Comfortable dealing with ambiguity - Accepts challenges with imperfect information. Works to always get more clarity and is an open and transparent communicator about what is known and not known.

The Phoenix base salary target range for this full-time position is $83,000-$94,000 + 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.