You’ll report to the Chief Operations Officer and support a team of quality, training, project, content and knowledge management professionals committed to supporting one of our product’s most visible areas: you can book any car you want, wherever you want it, from a vibrant community of trusted hosts across the US, Canada, France, Australia and the UK. You’ll collaborate to craft a customer support user experience strategy that makes an impact by seamlessly integrating our user needs with our business objectives and be comfortable communicating the plan at all levels within the company.

• Create and manage the ongoing roadmap for enabling knowledge sharing, as delivered via process and technology
• Direct the functional areas of quality, training, content, project and knowledge management
• Assess the overall performance and effectiveness of functional areas including managing key performance indicators and scorecard results
• Be an influential leader in our operations team, and craft a compelling long-term shared services strategy
• Coach internal team members to help them grow and achieve performance and productivity targets
• Partner with operations, claims, sales, product, engineering, design, data and research to ensure projects are well-defined, high impact, and successfully executed
• Guide solutions that deliver successful business outcomes
• Work closely with operational leadership to define and improve policies, processes and technology
• Accountable for managing costs of internal teams and external suppliers

• 8+ years of professional experience managing a shared services department related to customer support consisting of training, quality, project management, content management and knowledge management.
• Bachelor degree or equivalent experience
• Strong leadership skills managing and motivating team members
• Strong analytical background to understand how to leverage data to influence business decisions
• Ability to build trust, interact globally with all levels of the organization and able to effectively communicate and influence team members and/or partners across cultures
• Exceptional communication skills-written, verbal, presentation, and meeting facilitation
• Strategic mindset with strong problem-solving and resolution skills
• Outstanding organizational skills with an attention to detail
• Experience working cross-functionally to drive strategy, vision, and execution
• Comfortable juggling a wide range of responsibilities at the same time, meeting established deadlines, including appetite and aptitude for infrequently stepping in to execute on your team’s behalf
• Prior experience implementing continuous improvement practices for a business unit and/or function

Bonus if you have

• Understanding of software tools used for knowledge management (ie Guru), workflows (ie Zingtree), learning management (ie Lessonly, Docebo), project management (ie Asana, Jira), content management (ie WordPress), customer relationship management (ie Kustomer, Resolver, Origami, Zendesk, Salesforce)
• Background managing or working closely with internal or external contact centers
• Experience working in or with trust and safety, claims, or sales departments
• Involvement in a start-up organization, especially tech