Guest Team Program Manager

As the world's largest car sharing marketplace, Turo is growing fast and hiring talent in the US, Canada, 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

This is a new role being offered at Turo within our protection department located in Phoenix, Arizona. We are seeking an individual to help manage our BPO (Business Process Outsourcing) relationship that is responsible for US guest communications and processes within the claims process. 

The 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 the vendor relationship and will be the point of contact for process updates, accurate forecasting, and overall handling of guest communications for Turo claims. 

What you’ll do

• Ensure the development of staff by recruiting, selecting, orienting, and training staff within the BPO 
• Communicate job expectations, provide coaching and counseling, and conduct regular developmental discussions with outsourced vendors, including appropriate techniques for handling complex matters
• Collaborate with other leaders to ensure all team, department, and company goals are met
• 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.

Your profile

• 2+ years of experience in BPO handling, including knowledge of claims terminology, forecasting, and overall vendor management. 
• People management experience preferred
• BA/BS degree preferred
• Possess the analytical skills necessary to evaluate staff production requirements and results, problem-solving, and internal reporting
• Good written and verbal communication and math skills
• 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 target range for this full-time position is $68,000-$83,000 + 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 across all US locations. 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. Please note that the salary range listed in this posting reflects the base salary only, and does not include bonus (if applicable), equity, or benefits.

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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