Director of Customer Service and Sales Operations

Getaround, San Francisco

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The Director of Customer Service and Sales Operations reports to the EVP of Operations. The Director will be responsible for the day-to-day management of all customer operations including Sales Operations, Customer Happiness, Claims and Safety. If you: 1) are obsessed with delivering extraordinary customer experiences; 2) wake up thinking about how to build effective processes; 3) believe people should be empowered to share their cars everywhere, we want to talk to you.

What you will be doing:

  • Design customer service processes that scale at every point in the customer lifecycle including sales, onboarding, claims & safety.
  • Instill values, culture, and metrics focused on customer responsiveness.
  • Establish training and professional development plans for customer facing teams.
  • Support Regional Sales teams by creating tools and processes that maximize sales productivity and consistency.
  • Drive and communicate data centered insights into what customers want from our products.
  • Own all customer operations infrastructure, bringing together systems and processes to deliver a seamless customer experience.
  • Use data to inform all layers of our operating processes and strategic direction—such as the timing of customer touch points, how we ensure consistent, customer outcomes, and key sales performance metrics.
  • Identify process automation/improvement opportunities and work with cross-functional teams to implement initiatives.

Required experience:

  • 10-12+ years of experience building and leading organizations/teams that deliver exceptional customer experiences.
  • Experience leading a team of employees.
  • Demonstrated ability to drive superior sales enablement and building scalable customer operations.
  • Demonstrated experience (communication, authenticity and empathy) in resolving customer escalations.
  • A track record of delivering large, cross-functional projects - product management experience a big plus.
  • Strong communicator -- written and verbal.
  • A demonstrated ability to influence and drive consensus cross-functionally and at senior levels.
  • A demonstrated ability to hire, promote and develop talent.
  • Exceptional attention to detail.

About Getaround

About us Getaround is an on-demand carsharing marketplace powered by our proprietary hardware technology, the Getaround Connect. Headquartered in San Francisco since 2009, we won TechCrunch Disrupt in 2011, and launched on-demand carsharing just two years later. Getaround has grown to over 200,000 members across the US by allowing users to rent, unlock and drive — all with your phone. Rates start at $5/hour including insurance and no membership fees. Car owners conveniently share their cars earning $500-$1000 a month.

Want to learn more about Getaround? Visit Getaround's website.