Getaround connects safe, convenient, and affordable cars with people who need them to live and work. Our community includes guests who rely on our cars for on-demand mobility and hosts who share cars on our platform including those who operate their own car-sharing businesses.
Our connected car technology allows guests to book and unlock a wide variety of vehicles directly from our app without ever having to meet anyone in person, carry an access card, wait in line, or coordinate picking up keys. Cars are parked 22 hours a day on average. When we share cars, we don’t need as many on the road, which means fewer accidents, reduced traffic, and less space required for parking. Car sharing modernizes mobility by allowing people to connect multiple forms of efficient transportation for any type of use case.
Studies show that when car sharing is available, people drive less and drive vehicles more appropriate for their use case, which can reduce household carbon emissions by up to 40%. Also, shared cars are used more frequently and retired more quickly, accelerating the adoption of newer, more energy-efficient vehicles.
Role Overview: We’re looking for an experienced Program Manager to join our Customer Experience Team. This role will be responsible for building the framework through which the Customer Experience team will pilot and iterate on new customer-facing, retention driving initiatives focused on building a frictionless customer experience. You will be responsible for mapping the customer (Guest and Host) journey and completing a comprehensive analysis to identify areas of friction, understand the root cause and impact and then design and implement a program that will address the points of friction.This role will work closely with the Customer Experience Operations team, Customer Service organization, and Community to build and execute plans to improve the customer experience. You will be responsible for driving improvement in NPS for Guests and Hosts and driving retention and LTV through the execution of a loyalty program. You will also play a pivotal role in driving cross-functional collaboration and managing the execution of cross-functional initiatives.This role has the flexibility to be an individual contributor or manage a small team of 1-2 direct reports based on experience.
What you'll be doing:
- In this role, you will facilitate effective cross-functional workgroups that quickly stand up and integrate Customer Experience resources and customer-facing teams with the tools, and resources needed to enable a customer-centric organization
- You'll also help the Customer Experience team and key stakeholders quantify business value and understand the impact on the customer experience
- Assess new opportunities to expand customer-facing service offerings. Determine (in partnership with operations leadership team) which service offerings to pilot.
- Run pilot programs from soup-to-nuts
- Partner with key stakeholders to define Customer Experience program requirements specific to product features, tools, data, policies, processes, CRM, legal, frontline support, escalations, feedback, success metrics, goals, reporting and performance review outputs/cadences, etc
- Inform the impact to experience, understand key tradeoffs, and set clear expectations in advance of implementation
- Take a key role in Customer Experience program planning and execution
- Work with Customer Experience Partners to establish interim and/or long term operating structure
- help establish, structure, and manage Customer Experience team processes and workflows
- Ensure appropriate compliance and governance measures are in place to mitigate exposure to risk
What you'll need:
- 5+ years of experience in Customer Experience/Customer Service leadership
- Project/program management experience in a startup environment preferred
- Strong analytical skills with experience building and presenting business cases
- Strategic mindset: the ability to drive strategic initiatives across business units
- Excellent oral and written communication and interpersonal skills
- Passion for customer service and drive to create lasting experiences that are beyond customer expectations.
- Experience creating new processes and executing in a constantly changing environment
#LI-Remote
At Getaround, we are proud to be an Equal Opportunity Employer. We believe that no matter your race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status,
your perspective has value. Come join us in continuing to make Getaround a great place to work!