Director, Operations at Turo

Sydney, New South Wales, Australia

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Car Rental, Sharing Economy, OperationsIndustries

Requirements

Minimum of 5+ years of operations and claims leadership experience, with progressively larger claims operations
Strong claims knowledge in the motor claims industry
Excellent analytical skills, able to understand complex issues where problems may not be well-defined and translate business plans into operational strategies
Proven ability to analyze operational and financial results for a claim operation to determine corrective actions and improvement opportunities
Demonstrated ability to understand data, build reporting structures, and effectively monitor both internal team performance and external suppliers/BPOs/Vendors
Experience managing external vendors such as TPAs and BPOs
A curious, problem-solving mentality, always seeking better ways to achieve goals, mitigate risk, question the status quo, and formulate actions to improve the operation of the team
Excellent verbal and written communication skills, able to cascade functional strategy within the team and communicate results and actions both internally and with senior leaders
Proficient with G-Suite, Microsoft Office, or related software
Bachelor’s degree preferred

Responsibilities

Provide leadership and strategic direction to the claims, customer support, and trust & safety teams to ensure best-in-class outcomes
Develop the leadership skills of team managers and strengthen the skills of the broader team
Work closely with external partners to ensure they deliver services with market-leading efficiency and effectiveness
Develop a strong reporting and control structure to effectively measure performance, financial outcomes, and compliance with internal guidelines
Collaborate with business partners to drive product and operational improvements, communicating results and insights to enhance the overall effectiveness of the claims, customer support, and TNS functions
Perform other related duties as assigned

Skills

Key technologies and capabilities for this role

Operations LeadershipClaims ManagementCustomer SupportTrust & SafetyTeam BuildingStrategic PlanningProcess ImprovementPerformance ReportingFinancial ControlsStakeholder CollaborationCompliance

Questions & Answers

Common questions about this position

What experience is required for the Director, Operations role?

Candidates need a minimum of 5+ years of operations and claims leadership experience with progressively larger claims operations, strong claims knowledge in the motor claims industry, and experience managing external vendors such as TPAs and BPOs.

Is this a remote position or does it require being in Australia?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What is the team structure and reporting line for this position?

You will report into the Australia Managing Director and lead the Claims, Customer Support, and Trust & Safety teams, taking full ownership over the cost centers of the Australia business.

What makes a strong candidate for this operations leadership role?

A strong candidate has excellent analytical skills, a proven ability to analyze operational and financial results, a curious problem-solving mentality to challenge the status quo, and excellent communication skills to cascade strategy and collaborate globally.

Turo

Peer-to-peer car sharing platform for rentals

About Turo

Turo operates in the peer-to-peer car sharing market, allowing private car owners to rent out their vehicles to others. Car owners can list their vehicles on Turo’s platform, where they set their own rental prices and availability. Renters can browse these listings, select a vehicle that meets their needs, and book it for a specific time. Turo facilitates the transaction by providing insurance coverage and customer support, ensuring a smooth experience for both car owners and renters. The company earns revenue by taking a percentage of the rental fee, which aligns its interests with those of its users. Turo stands out from competitors by offering a diverse range of vehicles, including everyday cars, luxury, and specialty options. The goal of Turo is to provide a flexible and cost-effective alternative to traditional car rental services, leveraging the sharing economy to connect car owners with renters.

San Francisco, CaliforniaHeadquarters

2009Year Founded

$451.3MTotal Funding

POST_IPO_EQUITYCompany Stage

Automotive & Transportation, Consumer GoodsIndustries

1,001-5,000Employees

Risks

Negative incidents involving rented vehicles could damage Turo's reputation.

New competitors like ZEV co-op could capture market share with eco-friendly models.

Market volatility could impact Turo's IPO plans and investor confidence.

Differentiation

Turo offers a wide variety of vehicles, from everyday to luxury models.

The platform provides a cost-effective alternative to traditional car rental services.

Turo's commission-based model aligns its interests with users' successful transactions.

Upsides

Turo's partnership with United Airlines enhances customer acquisition and retention.

Expansion in Australia indicates potential for further international market penetration.

Winning the unitQ Quality Excellence Award highlights Turo's commitment to customer experience.

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