Senior Guest Team Program Manager

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:

This is a newer role offered at Turo within our protection department in Phoenix, Arizona and you will report to our Senior Manager, Claims Operations. You will own the relationship, performance, and service delivery with one or more Business Process Outsourcers (BPOs) site(s). You'll collaborate to execute a user experience that delights Turo’s community. On a typical day, you'll review BPO performance compared to goals, provide feedback and coach BPO through problem spaces, review BPO action plans and hold them accountable, attend required department and cross-functional meetings, and manage trade-offs with your cross-functional peers. If necessary, you will roll up your sleeves and assist the front line while simultaneously thinking of how to improve the process.

The Senior Guest Team Program Manager provides technical expertise and guidance to our BPO and ensures file handling meets or exceeds all company guidelines and requirements. They ensure focus is placed on quality contact, accuracy, and file resolution. They will also manage multiple vendor relationships and will be the point of contact for process updates, accurate forecasting, and overall handling of guest communications for Turo claims.

What you will do:

• Ensure the development of staff by recruiting, selecting, orienting, and training staff within the BPO
• Driving operational excellence with one or more BPO partners to positively impact our community
• Lead through partnership and collaboration in leveraging resources to improve training, quality, and performance management
• Operational compliance & risk management and mitigation
• Manage the monthly budget, making recommendations when needed to reduce or increase hours based on service level results
• Conduct regular developmental discussions with outsourced vendors, including appropriate techniques for handling complex matters
• Develop and implement monthly reporting on performance results to be shared with senior leadership
• Handle the escalations through internal work channels and through regular file reviews to ensure all requirements have been met
• Review and approve “reserve and authority” requests as appropriate
• Ensure proactive handling and successful resolution of files
• Make difficult file decisions based upon the merits of each file, including referral to liability insurer, escalation to Claims Director, etc.
• Conduct monthly file audits to ensure compliance with company guidelines are met in all phases of file resolution.
• Confirm that required audit process requirements have been met.
• Ensure that the external vendors provide timely and professional responses to all incoming communications, including mail, email, telephone calls, and voicemail.
• Worked in multiple systems (DOMO, Looker, Origami, Tableau) to assist direct reports with timely file resolution.
• Work effectively amid constant interruptions and shifting priorities.
• Willingness to occasionally work weekends, if required

Your profile:

• 5+ years of experience in managing customer support or outsourcing, including knowledge of claims terminology, forecasting, and overall vendor management.
• Track record of achieving key performance indicator goals, outstanding written and verbal communication and interpersonal skills
• BA/BS degree preferred
• Possess the analytical skills necessary to evaluate staff production requirements and results, problem-solving, and internal reporting
• Exposure working in a cross-functional, multi-geography setup
• Entrepreneurial mindset
• Influential and passionate about leading and developing internal and external partners
• Ability to work in a fast-paced environment, drive, and embrace change
• Excellent follow-through, attention to detail, and minimal need for supervision
• Team player, with a positive mental attitude, high energy, high integrity, strong work ethic, enthusiasm, and a commitment to the mission
• Commitment to high responsiveness and availability

The Phoenix base salary range for this full-time position is $82,000-$100,000k + equity + benefits. Our base pay is determined by role, level, and location. Your recruiter can share more about the specific compensation offered for this role during the hiring process. Please note that the base pay listed in this posting reflects the base pay only, and does not include bonus (if applicable), equity, or benefits.