Director, Customer Operations & Support
Headquartered in Cambridge, Massachusetts, CarGurus is the all-in-one platform that’s moving the entire car shopping journey online and guiding customers through each step. This includes everything from selling an old car to financing, purchasing, and delivering a new one. Today, millions of consumers visit cargurus.com each month, and more than 30,000 dealerships use our products. We have a people-first culture that fosters kindness, collaboration, and innovation, while empowering our Gurus with tools and resources to fuel their career growth. Our goal is to give all people—consumers, dealers, and our employees—the power to reach their destination.
Job Description
Role Overview
As the Director, Customer Operations & Support, you will provide overarching support to dealer, revenue, and consumer partners. This role encompasses technology business requirements and prioritization, vendor management, quality assurance, training, and general operational improvements. You will drive strategies and initiatives that enhance efficiency, improve customer and employee experiences, and align with the company’s goals and talent strategies.
What You’ll Do
- Strategic Leadership:
+ Develop and implement function-specific strategies to promote efficiency and achievement of company goals.
+ Design and execute effective organizational structures and team-specific working methods that enhance productivity and align with talent strategies.
- Operational Excellence:
+ Drive process and technology improvements to reduce costs, increase productivity, and enhance customer and employee experiences.
+ Collaborate with leadership to identify, prioritize, and execute cross-functional strategic initiatives.
+ Use data and analytics to measure consumer journeys and team performance, informing and executing continuous improvement initiatives.
+ Work closely with vendor managers to identify and implement process or technology improvements.
- Collaboration and Prioritization:
+ Support the triaging and prioritization of improvements across revenue, consumer, and dealer operations.
+ Partner with business leadership teams to develop and implement key processes, metrics, and operational improvements.
What You’ll Bring
- Education & Experience:
+ Bachelor’s degree required; Master’s in Business Administration a plus.
+ Minimum of 5 years of experience in business operations, with demonstrated leadership skills.
+ Certifications or experience in Lean/Six Sigma methodologies preferred.
+ Experience with back-office or contact center outsourcing is a plus.
+ Experience building quality and training programs is a plus.
+ Familiarity with Salesforce and related technologies is a plus.
- Skills & Abilities:
+ Proven ability to lead cross-functional initiatives and manage change effectively.
+ Customer-centric mindset with a focus on delivering exceptional experiences.
+ Ownership mindset: decisive, results-oriented, and action-biased.
+ Strong analytical and data-driven decision-making skills.
Role Overview
As the Director, Customer Operations & Support, you will provide overarching support to dealer, revenue, and consumer partners. This role encompasses technology business requirements and prioritization, vendor management, quality assurance, training, and general operational improvements. You will drive strategies and initiatives that enhance efficiency, improve customer and employee experiences, and align with the company’s goals and talent strategies.
What You’ll Do
- Strategic Leadership:
- Develop and implement function-specific strategies to promote efficiency and achievement of company goals.
- Design and execute effective organizational structures and team-specific working methods that enhance productivity and align with talent strategies.
- Operational Excellence:
- Drive process and technology improvements to reduce costs, increase productivity, and enhance customer and employee experiences.
- Collaborate with leadership to identify, prioritize, and execute cross-functional strategic initiatives.
- Use data and analytics to measure consumer journeys and team performance, informing and executing continuous improvement initiatives.
- Work closely with vendor managers to identify and implement process or technology improvements.
- Collaboration and Prioritization:
- Support the triaging and prioritization of improvements across revenue, consumer, and dealer operations.
- Partner with business leadership teams to develop and implement key processes, metrics, and operational improvements.
What You’ll Bring
- Education & Experience:
- Bachelor’s degree required; Master’s in Business Administration a plus.
- Minimum of 5 years of experience in business operations, with demonstrated leadership skills.
- Certifications or experience in Lean/Six Sigma methodologies preferred.
- Experience with back-office or contact center outsourcing is a plus.
- Experience building quality and training programs is a plus.
- Familiarity with Salesforce and related technologies is a plus.
- Skills & Abilities:
- Proven ability to lead cross-functional initiatives and manage change effectively.
- Customer-centric mindset with a focus on delivering exceptional experiences.
- Ownership mindset: decisive, results-oriented, and action-biased.
- Strong analytical and data-driven decision-making skills.
