As the world’s largest car sharing marketplace, Turo is growing fast and hiring talent in the US, Canada, the UK, France, and Australia! Our driven, down-to-earth team empowers you to push yourself, make a huge impact, and accelerate your career growth.
About the team
We’re a supportive, grounded, 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 Director, Shared Operations Services and support a team of quality 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. You’ll be an advocate of consistency and quality in all interactions and transactions. The tasks you tackle raise the bar for our quality operations to produce fantastic customer experiences. Your contributions will help ensure that our operations exceed expectations. With your leadership, our key performance indicators for quality will be consistently met.
On a typical day, you will monitor program metrics, provide insights and analysis gained from your team and your own observations, and offer recommendations. You will also help manage the implementation of improvement efforts on processes, policies and workflows. you’ll give feedback in department reviews, coach your team through complex problem spaces, manage trade offs with your cross-functional peers, and lead strategic quality initiatives to enable delightful experiences. If necessary, you will roll up your sleeves and assist the front line while simultaneously thinking of ways to improve what we do.
- Ensure internal and outsourced teams achieve key performance indicators
- Monitor day-to-day activities and achievements of the Quality teams
- Provide actionable insights based on audit observations
- Identify opportunities for improvement and help develop impactful and measurable action plans to address these
- Ensure quality dashboards are published in a timely manner
- Deploy quality strategy for the aligned span
- Ensure adherence to quality processes across the board
- Work with senior peer leadership on functional projects
- Perform career coaching for the quality team to prepare them for the next level
- Understand Turo department needs and requirements to develop effective quality control processes
- Collaborate with cross-functional teams on driving quality improvement projects
- Interface with outsourced teams for quality reviews, needs, updates, and ideation
- Interface with internal stakeholders for quality reviews. Also, attend the reviews for other functions and ensure alignment of objectives
- Tell the story of why quality matters, build consensus and inspire others to move fast on fixing problems
- Manage performance and appraisal of aligned Quality supervisors
Your profile
- 5+ years experience in managing quality control organization or leading cross-functional quality improvement projects and teams (direct reports, cross-functional relationships, third party vendors. etc.)
- Ability to collaborate with cross-functional teams across geographies
- Strong leadership skills managing and motivating team members
- Great conflict management skills
- Highly customer-centric and has an intuitive understanding of customer/client needs
- Exceptional communication skills-written, verbal, presentation, and meeting facilitation with an ability to clearly articulate thoughts
- Outstanding organizational skills with an attention to detail
- Strong practical experience with Excel, PowerPoint and Google Suite
- Familiar with quality software platforms and the application of quality tools to analyze data
Bonus skills
- Quality certification (e.g., Lean Six Sigma, Total Quality Management, etc.) preferred
- Background managing internal or external contact centers (BPO)
- Experience working in or with trust and safety, claims, or sales departments
- Involvement in a start-up organization, especially tech
Education
- Bachelor degree or equivalent experience
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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
- Bi-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 winningwork 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 [email protected].
About Turo
Turo is the world’s largest car sharing marketplace where you can book any car you want, wherever you want it, from a vibrant community of trusted hosts across the US, Canada, France and the UK. Guests choose from a totally unique selection of nearby cars, while hosts earn extra money to offset the costs of car ownership. A pioneer of the sharing economy and the travel industry, Turo is a safe, supportive community where the car you book is part of a story, not a fleet.
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.
