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Associate Trust & Safety Program Manager

Turo

Phoenix, AZ, US
  • Job Type: Full-Time
  • Function: Legal
  • Industry: Technology
  • Post Date: 06/07/2024
  • Website: turo.com
  • Company Address: 111 Sutter St, Suite 1300,, San Francisco, CA, 94105

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, UK, Canada, Australia, and France.

Job Description

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 ultimate remit of this role is to support the Trust & Safety Operations teams in 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 responsible for, but not limited to, facilitating project management, identifying problems, and proposing customer experience and risk mitigation solutions. 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

  • Implement projects and initiatives consisting of tasks with layers of dependencies across functions
  • Analyze data to identify gaps in overall customer experience, support processes, or business policies and conduct root causes analysis
  • Support program managers to consolidate local insights by facilitating communication and collaboration between multiple teams
  • Assist program managers by summarizing problem statements and generating initial hypotheses for actionable improvements
  • Respond to ad hoc requests with appropriate urgency

Your profile

  • 2+ Years of progressive Project/Program management experience
  • Bachelor's degree or equivalent work experience
  • Experience with support solutions and processes in complex environments
  • Experience working with BPO agents and agencies
  • Customer service experience
  • Excellent operational and planning skills
  • Ability to coordinate multiple activities to accomplish a goal
  • Strong communication skills and ability to collect and distill information from multiple sources
  • Ability to execute operational tasks independently with minimal guidance

The Phoenix base salary target range for this full-time position is $62,000-$70,000 + 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.

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