TrueCar is a leading automotive digital marketplace and we are on a mission to make car buying and selling easy, transparent and efficient. We work to empower consumers with data, and foster connections with our network of Certified Dealers who share our belief that truth, transparency and fairness are the foundation to a great experience. We forge partnerships to power car buying programs for some of America's most trusted brands. And we continually innovate to provide useful tools, research, market context and pricing transparency to help consumers feel empowered and confident all throughout their journey.
As consumers' priorities and shopping habits shifted, so did we. We are building a modern day marketplace and invite you to come join the TrueCar Crew. You can have a real & direct impact on our journey as we continue to evolve and revolutionize the car buying and selling experience. We are seeking talented individuals who are excited by our mission to revolutionize & elevate the car buying & selling experience.
The Opportunity:
TrueCar seeks a hands-on Director of Consumer & Dealer Experience to optimize our platform's operations and ensure a seamless experience for consumers, sellers, and partners. Reporting to the Senior Director of Operations, you will lead a team that serves as a personal and distinct touchpoint for TrueCar enhancing our overall user experience while managing the Consumer, Dealer, and Partner Networks, overseeing order management and fulfillment, and maintaining vendor relations.
How you'll contribute to TrueCar's success:
- Oversee the daily operations of the marketplace platform to ensure efficient and smooth transactions.
- Build and scale a contact center team including training, coaching, and guiding teams to achieve high satisfaction levels collaborating cross-functionally with field and Product teams to ensure a comprehensive end-to-end experience.
- Manage the complete experience for both dealers and consumers.
- Supervise teams including Consumer Support, Partner Resolution, Dealer Support, and Order Management, ensuring effective leadership of managers and agents.
- Improve and maintain high Net Promoter Scores (NPS) for both Consumer and Dealer segments to ensure customer satisfaction.
- Develop and monitor call center metrics to enhance first-contact resolutions and streamline service processes. Continuously refine metrics to reflect customer preferences and needs.
- Collaborate with product and engineering teams to improve platform features and usability based on user feedback and data analysis.
- Prepare regular reports for senior management on operational metrics and progress.
- Optimize processes to meet Partner Service Level Agreements (SLAs) for consumer support and escalation handling, enhancing brand equity for TrueCar and our Affinity Partners.
- Oversee logistics and fulfillment to ensure timely and accurate product deliveries.
- Work with third-party logistics providers to enhance supply chain efficiency.
- Strengthen the brand through service improvement initiatives aimed at reducing hassles and increasing satisfaction.
- Manage Social Care across various online platforms, including Hootsuite and Salesforce.
- Ensure processes and training are in place for representatives to resolve calls effectively at all levels.
- Implement feedback mechanisms for appropriate handling of consumer and partner escalations.
- Ensure organizational compliance with regulatory standards.
- Identify and implement new technologies to improve and optimize Consumer & Dealer Care.
Your Expertise:
- Proven record of success in leading and scaling a high-volume call center, including managing staff and supervisors
- Current knowledge of call center metrics, leading practices, and relevant technologies
- Ability to design and build diverse teams and measure their effectiveness through performance metrics
- Exceptional communication skills with a proven ability to influence internal and external stakeholders
- Demonstrated ability to work collaboratively to achieve organizational goals
- Ability to deliver results in environments with shifting and diverse priorities
- Serve as a point of contact for escalated calls or high-priority resolutions
Base salary range: $141,000 - $235,000
Your TrueCar Experience
As a crew member, you'll be primarily based out of your home as a part of our Dynamic Workplace strategy. We provide additional benefits & perks to assist our crew members in having a sustainable home workstation including monthly internet/mobile phone service reimbursement and furniture & equipment for your space.
You will receive excellent benefits that include but aren't limited to 100% employer-paid health/vision/dental premium, 401k with company contribution, equity, a wellness stipend program, and a learning & development reimbursement program. We recognize that everyone needs an occasional recharge, so we offer a flexible PTO policy for exempt TrueCar Crew along with a generous PTO accrual policy for non-exempt TrueCar Crew, in addition to 14 company-paid holidays and 2 floating holidays. In short, we care deeply about our crew members and build employee-centric programs that prove it.
At TrueCar, we believe in the power of diversity to build a deeper understanding of our consumers and partners and drive innovation in our products. We welcome a workforce that reflects all the diversity of car-buying consumers. We encourage everyone interested in our company mission to apply. We do not discriminate on the basis of race, gender, religion, sexual orientation, age, or any other trait that is protected by applicable law. We will consider qualified applicants with arrest and conviction records in accordance with applicable law. In addition, TrueCar will provide reasonable accommodations for qualified individuals with disabilities.
TrueCar does not accept unsolicited agency submissions.
If you are based in California, we encourage you to read this important information for California residents linked here.
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