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CarGurus // online platform for used cars
 
Cambridge, MA    Posted: Wednesday, April 06, 2022
 
   
 
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JOB DETAILS
 

Car shopping is complicated. At CarGurus, we use data & technology to make it simple, giving people the tools they need to confidently find, buy, finance, or sell a car. The best part? Our work makes a real impact. Were the most-visited car-shopping site in the US & we are growing fast in our international markets. Ready to come along for the ride?

CarGurus is looking for a Manager, Call Center Partner to lead & shape the strategies around our outsourced customer support partnerships. You will report into our Sales & Service Organization & drive operational excellence at both a strategic & tactical level to deliver an outstanding customer experience. The Manager will work cross-functionally to troubleshoot issues & ensure smooth operations within a fast-paced environment.

What Youll Do:

  • Defining strategies to deliver best-in-class outsourced contact center partnerships while delivering profitable growth
  • Drive annual business planning & governance for our outsourced contact center
  • Create & manage contractual agreements with Legal
  • Passionately advocate for the customer within CG
  • Ensure that partners are performing to CGs expectations
  • Lead critical changes including the transition of new work, improvements, & process/technology changes
  • Develop & lead the strategy for contact center partner negotiations
  • Lead weekly, monthly, quarterly, & annual business reviews
  • Collaborating cross-functionally on vital system & process improvements

Who You Are:

  • 5+ years of vendor management experience in a customer experience organization
  • Experience designing & implementing workflow/process improvements, systems or tools to enable success working with external stakeholders 
  • Experience with influencing engineering, sales support & product teams
  • Excellent problem-solving skills, with the ability to build & maintain capacity & budget
  • Ability to deliver business transformation programs in fast paced & dynamic environment, work through ambiguity, & work across multiple partners
  • Strong quantitative & qualitative analytical abilities to drive decisions & validate success
  • Proven flexibility & willingness to do what it takes to get the job done
  • Six sigma certification a plus
  • COPC certification preferred

CarGurus Culture:

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women & other marginalized folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat & see if you could be a great fit.

At CarGurus, we invest in our peoples professional growth with everything from learning & development programs to tuition reimbursement. Want to work on projects that expand your skill set without sacrificing your work/life balance? You got it. We also strive to provide perks & benefits that employees actually care about like free lunch, commuter subsidies, & more. That includes equity in the companyour way of showing that we want you here for the long haul.

We work hard every day to build the worlds most trusted & transparent automotive marketplace, but trust & transparency dont just apply to our consumers. They extend to our talent, too. We aim to create a workplace where everyone feels they can bring the ultimate expression of themselves & their potentialwhere you dont just fit, you thrive. We dont discriminate based on race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.

We recognize that flexibility plays a critical role in enabling our people to thrive in both their personal & 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 & 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 & 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 & their families, our customers & visitors, & the community at large.

#LI-Hybrid

 
 
 
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