Vice President, Consumer Support and Service

Company: Cargurus
Location: Cambridge
Posted on: May 14, 2022

Job Description:

CarGurus (NASDAQ: CARG) is the largest and fastest-growing online automotive marketplace, connecting buyers and sellers of new and used cars. The company employs a differentiated value proposition to create the industry s leading platform for consumers and dealers to buy and sell vehicles digitally and in-store. CarGurus' history of innovation and go-to-market acceleration are driving massive growth and continued profitability to outpace the industry. We are working to fulfill our company s mission by Giving people the power to reach their next destination. The market in which CarGurus competes is growing and ripe for continued disruption. As part of our growth, CarGurus is looking to add an VP of Consumer Support that will be responsible for leading the operation that facilitates consumer purchase and sale of vehicles through CarGurus marketplace, both digitally and in-store. The role will lead the performance center for the largest revenue growth opportunity in the company, driving hundreds of millions of dollars in ecommerce revenue with an extraordinarily high customer satisfaction rate.This is a chance to join an innovative, passionate, pioneering, collaborative and fun group of talented people who are disrupting an enormous automotive market.What you ll do:

• Lead CarGurus Consumer Support and Service strategy and execution, across internal and external teams.
• Help consumers sell and buy vehicles through the CarGurus marketplace, enabling us to grow our revenues by exponentially in the next 24 months.
• Develop and lead strategic and operating plans, budgets, and performance KPIs while building a world-class organization that consistently exceeds revenue and cost targets.
• Report on established critical metric targets daily, weekly, monthly as appropriate
• Set the standard for customer service in the industry.
• Attract, mentor and develop operating managers and staff members who are passionate and able to over-deliver on exceptionally high expectations. Establish business continuity plans to support staff operations during COVID-19 protocols.
• Recommend and deliver on a plan to successfully balance in-sourced and outsourced teams that will expand rapidly over the next year.
• Partner with operations teams to develop forecasts, plan go-to-market work streams and drive customer conversion activities while partnering in real time to adjust to daily findings.
• Further develop and deliver the analytics, measurement, and business reporting to provide company senior management with strategic insights that drive business growth opportunities and required investments.
• Serve as a passionate voice of the customer, delivering insights to Product, Marketing, and other business units stemming from service interactions.
• Partner with Product and Engineering to assess the current platform and technology, recommend and help drive the future state to enable your business goals and provide business cases to support investments. (Includes telephony contract, CRM, e-commerce transaction platforms, call routing, NPS delivery, workforce management systems, analytics platforms, etc.)
• Assess our full processes and activities, make recommendations and implement enhancements to achieve the desired future state. (This includes onsite vs remote strategy, mix of live vs chat, performance management, script optimization and playbook creation, sales enablement for representatives, on-boarding, training, etc.)
• Drive our culture as a seasoned and passionate leader, motivating and enabling others on and off the team, in geographically dispersed staff base, to perform at their bestWho you are:
  • Deep experience leading call center sales and service organizations with proven success in exceeding revenue, efficiency, and NPS score targets.
  • Experience in high growth environments, building out successful teams both outsourced and internally-staffed. Ability to build successful teams by both attracting and retaining talent.
  • Comfort partnering with executive management and providing business strategy recommendations that drive operational plans and investment strategies.
  • A great listener with the ability to collaborate cross-functionally with leaders across many global business units.
  • Inspiring leader who gets results while encouraging an environment of respect and camaraderie, jumping in to help the team when needed.
  • Entrepreneurial with a passion for innovation and a sense of empowerment from the opportunity to build from scratch.
  • A customer champion who applies consumer-first direction at all levels of the company.
  • Experience building teams that represent a diversity of backgrounds and experiences to foster creative solutions and opportunities for improvement across the company.CarGurus Company Values:
    • We are Pioneering - from the beginning, we set out to radically change how people buy and sell cars. We table difficult problems head on. We are curious. We are risk takers. We embrace change even if it s uncomfortable.
    • We are Transparent - we believe transparency is the foundation of trust and enable better decision making. We communicate clearly and honestly. We deliver unbiased guidance. Our products, services and company culture are built on these principles.
    • We are Data-Driven - we rely on data, not hunches to make decisions. We listen to our instincts but we validate through rapid testing, learning and optimizing. We translate complex data into actionable insights for our users, our customers and our people.
    • We move Quickly - we believe there s power in speed. We iterate quickly and often, continuously improving as we go. We are not afraid to break things. If we fail, we do it fast, learn from it and move on.
    • We are Collaborative - we celebrate our individual strengths and perspectives but know that our success requires teamwork. We partner, we listen and we leverage feedback from each other, our users and our customers.
    • We have Integrity - we act responsibly and consider the impact of our actions on each other, our partners and the world around us. We believe empathy, respect and fairness are essential. We set high ethical standards and expect principled leadership from our people.We recognize that flexibility plays a critical role in enabling our people to thrive in both their personal and professional lives. We currently welcome Gurus into our Cambridge, MA office on a voluntary basis but do not require employees to physically be in the office. We will adopt a hybrid working model when health experts and government officials in our local communities deem it safe to do so. Specific arrangements within this model will be up to team leaders discretion; we encourage you to discuss your questions and needs during the interview process.All US CarGurus employees are required to provide proof of full vaccination against COVID-19, unless they have an approved medical or religious accommodation. This helps us to safeguard the health of our employees and their families, our customers and visitors, and the community at large.#LI-Hybrid

Keywords: Cargurus, Cambridge , Vice President, Consumer Support and Service, Executive , Cambridge, Massachusetts