Director, Customer Operations & Support

Who we are
At CarGurus (NASDAQ: CARG), our mission is to give people the power to reach their destination. We started as a small team of developers determined to bring trust and transparency to car shopping. Since then, our history of innovation and go-to-market acceleration has driven industry-leading growth. In fact, we're the largest and fastest-growing automotive marketplace, and we've been profitable for over 15 years.
What we do
The market is evolving, and we are too, moving the entire automotive journey online and guiding our customers through every step. That includes everything from the sale of an old car to the financing, purchase, and delivery of a new one. Today, tens of millions of consumers visit CarGurus.com each month, and ~30,000 dealerships use our products. But they're not the only ones who love CarGurus-our employees do, too. We have a people-first culture that fosters kindness, collaboration, and innovation, and empowers our Gurus with tools to fuel their career growth. Disrupting a trillion-dollar industry requires fresh and diverse perspectives. Come join us for the ride!
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.

Working at CarGurus
We reward our Gurus' curiosity and passion with best-in-class benefits and compensation, including equity for all employees, both when they start and as they continue to grow with us. Our career development and corporate giving programs, as well as our employee resource groups (ERGs) and communities, help people build connections while making an impact in personally meaningful ways. A flexible hybrid model and robust time off policies encourage work-life balance and individual well-being. Thoughtful perks like daily free lunch, a new car discount, meditation and fitness apps, commuting cost coverage, and more help our people create space for what matters most in their personal and professional lives.
We welcome all
CarGurus strives to be a place to which people can bring the ultimate expression of themselves and their potential-starting with our hiring process. We do not 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 foster an inclusive environment that values people for their skills, experiences, and unique perspectives. That's why we hope you'll apply even if you don't check every box listed in the job description. We also encourage you to tell your recruiter if you require accommodations to participate in our hiring process due to a disability so we can provide the appropriate support. We want to know what only you can bring to CarGurus. #LI-Hybrid