Manager, Incident Response Programs

Drive your future forward with Turo. We are looking for a motivated leader with a strong background in incident management and crisis communications to lead a new team within Trust & Safety Operations. The right candidate thrives in a high-growth, dynamic environment, and takes a hands-on approach to building programs. Under your leadership, the Incident Response team will deliver end-to-end experiences that help drive trust and ensure our community feels supported at critical moments.

To achieve this, you will need strong subject matter expertise in Turo’s customer and agent experience, operational performance management, business process design, support solutions, and risk management. You will liaise with Operations, Communications, Security, Product, and other teams, and ensure priorities and outcomes are aligned to overall business goals. Things happen quickly at Turo, and to do great work, you need to be an enthusiastic team player who can work cross-functionally to solve problems and deliver results.

This position is based in Phoenix, AZ and will report to the Head of Trust & Safety.

Responsibilities:

• Develop and lead (4) Incident Response Associates, and manage day-to-day operations
• Develop a roadmap and performance metrics for the Incident Response program
• Identify opportunities with our existing processes and drive strategic, cross-functional planning aimed at delivery higher quality and streamlined community response
• Play an active role during critical incidents which may occur outside of business hours
• Conduct cross-functional retrospectives and readouts following incidents; document impact, key takeaways, and areas of improvement
• Work closely with Operations, Communications, Legal, Security and other teams to ensure that all stakeholders are working in harmony during an incident
• Assist and partner to execute high-priority projects to build a unified and trusted customer experience while reducing risk
• Ensure that Trust & Safety has a convincing voice at the table by providing compelling business cases supported by data
• Champion and drive efforts across the team to improve effectiveness and contribute to making Trust & Safety Operations a great place to work

Requirements:

• 5+ years of experience in customer experience and incident response
• Experience managing programs in a fast-paced tech environment
• Experience with support solutions and processes in complex environments
• Experience with incident management tools including case management systems
• People management experience including coaching and developing talent

Key Competencies:

• Customer focus: Is passionate about delivering best-in-class customer support and building trust with a community, seeks to understand stakeholders’ needs through feedback, balancing the needs of customers, employees, and Turo in business decision-making.
• Results focus: Very analytical; drives decisions with data. Is able to dig into the details of the data, but also zoom out and see the bigger impact. Considers all stages of the customer journey and drives for results, but is also willing to experiment and take risks.
• Cultivating relationships: Can establish strong relationships across levels, teams and departments at Turo, and has an ability to work cross-functionally to deliver results.
• 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.
• Excellent communication skills - including the ability to present to large and senior audiences, inspire the global team, provide clear direction to teams, and communicate on results.
• Creative thinker & problem solver - Can assess a problem, opportunity, or business challenge quickly and make strong decisions based on facts presented or based on previous experience. Look for new and creative ways to move the business forward.  Uses contacts internally and externally to solve problems quickly and efficiently, with the best outcome in mind.
• Customer journey design skills - Has an understanding of the approach and tools & techniques needed to drive a customer experience mentality and focus within your service area remit.

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Benefits

• Competitive salary, equity, benefits, and perks for all full-time employees
• Employer-paid medical, dental, and vision insurance
• 401k match (U.S) / RRSP (Canada)
• $2,000 Learning & Development stipend to invest in your professional development
• Cell phone, internet and Fringe benefit stipend
• Flexible paid time off to relax and recharge
• Paid holidays, volunteer time off, and parental leave
• $1,000 USD Turo host matching and $1,500 USD vehicle reimbursement program
• $100 USD Monthly Turo travel credit
• 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)

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.  

Turo has raised $500M to date from top-tier investors, including IAC, Daimler AG, Kleiner Perkins, GV, Canaan Partners, August Capital, and Shasta Ventures. 

Turo cultivates a team of smart, critical thinkers who care about their work and their colleagues. We are always on the lookout for supportive, down-to-earth, pioneering, and efficient people to grow our team's talent and enrich our culture.

Read more about the Turo culture according to Turo CEO, Andre Haddad.

We're an equal opportunity employer and value diversity at our company. We don't discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status. When in doubt, please apply!