Job description

We believe delivering operational excellence through effective and consistent problem-solving, teamwork and leadership is crucial to Turo’s mission of putting the world's 1.5+ billion cars to better use.  


About Our Team:

We're a supportive, down-to-earth, fun team of operators who work closely with designers, researchers, data analysts, product managers, engineers, and other cross-functional peers to create enjoyable user experiences. We're fully committed to the belief that every customer touchpoint is an opportunity to strengthen a relationship, and to build the Turo brand, no matter the channel or issue at hand.


Your Role And Impact:

We’re looking for an energetic and enthusiastic individual to be our first dedicated Capacity Planning Manager for our contact center operations supporting various channels 7x24. You are excited by providing an amazing customer experience and about using data to drive workforce management initiatives and activities with partners..

The CX Ops Workforce & Capacity Planning Manager will be responsible for taking our effort to the next level including implementing the tools and processes necessary to do so. This role will work closely with Analytics and Finance teams and will own all phases of demand forecasting, budget, and labor scheduling. The CX Ops Workforce & Capacity Planning Manager will partner with the Product team and other members of the Customer Experience (CX) team to optimize and improve the experience of our community and advocates. The ideal candidate will be analytically driven, innovative, collaborative, and passionate about workforce management, customer support operations, and optimization. This is an exciting opportunity to develop and to test different forecasting methodologies to improve forecast accuracy and build analytical tools to ensure balanced SLA across all channels and intervals.

You'll report to the Director, Vendor Management and will work closely with Analytics and Finance teams owning all phases of capacity forecasting and budgeting.  If necessary, you will roll up your sleeves and assist the front line while simultaneously thinking of how to improve the process.


Your Profile


  • Evolve and maintain forecasting models, tools, and processes across all customer support channels and lines of business
  • Own long, mid, and short term planning cycles for a global 24x7 network of agents (live chat, phone, email, social media) and meet regularly with stakeholders to align on method and desired outcomes
  • Monitor and assess service level performance against expectations and adjust if necessary, sometimes in real time
  • Build forecast models and scenarios to support product initiatives. Provide analysis to assess and mitigate risk associated with the scenarios.
  • Lead long-term forecasting, in close partnership with Finance and Analytics, for budgeting that incorporates planned efficiency and/or contact reduction initiatives
  • Partner with the operations team and contact centers to ensure planned to required FTE delivery is met
  • Own and execute against initiatives to support our WFM strategy, including tools and reporting



  • 6+ years experience in workforce planning for contact center operations understanding interrelationships of volumes, handle times, service level requirements, staffing and scheduling across multiple channels (phone, chat, backoffice) in a 7x24 environment
  • Ability to be strategic but also execute tactics
  • A strong technical, quantitative, and analytical aptitude, with the ability to learn and navigate across multiple systems
  • Driven to meet and exceed goals and expectations
  • Excellent verbal and written skills, with the ability to effectively and accurately convey complex concepts in a simplified manner
  • Ability to synthesize disparate information quickly to develop a succinct, accurate summary of the opportunity/need. Comfortable with recommending the long-term strategy and then executing it, digging deep into the details
  • Track record of achieving key performance indicator goals
  • Strong stakeholder management skills; ability to strategically align and get buy ins from business partners and hold them accountable
  • Understanding of WFM and CRM technologies
  • Ability to operate in Google suite products (Docs, Sheets, Gmail) and 
  • Moderate to advanced skills with Microsoft Excel
  • Willingness to occasionally work weekends, if required


Bonus Skills:

  • Experience with WFM software configuration and administration.
  • Experience working in or with trust and safety, claims, or sales teams
  • Involvement in a start-up organization, especially tech
  • Experience leading process re-engineering and operational excellence projects 
  • Exposure working in a cross functional, multi geography setup 



  • Bachelor degree or equivalent experience



  • Competitive salary and equity for all full-time employees
  • Employer-paid medical, dental, and vision insurance and 401k match
  • Flexible paid time off, 9 paid holidays, paid volunteer time off, and paid parental leave
  • Turo host matching and vehicle reimbursement program
  • Monthly Fringe benefits stipend
  • Monthly Turo travel credit 


About Turo:

Turo is the world’s largest car sharing marketplace where you can book any car you want, wherever you want it, from a vibrant community of trusted hosts across the US, Canada, and the UK. Guests choose from a totally unique selection of nearby cars, while hosts earn extra money to offset the costs of car ownership. A pioneer of the sharing economy and the travel industry, Turo is a safe, supportive community where the car you book is part of a story, not a fleet. Discover Turo at, the App Store, and Google Play, and check out our blog, Field Notes.  

Turo has raised $500M to date from top-tier investors, including IAC, Daimler AG, Kleiner Perkins, GV, Canaan Partners, August Capital, and Shasta Ventures. 

Turo cultivates a tight-knit team of smart, critical thinkers who care about their work and their colleagues. Our recruiting team is always on the lookout for supportive, down-to-earth, pioneering, and efficient candidates to grow our team's talent and enrich our culture.

Read more about the Turo culture according to Turo CEO, Andre Haddad.

We're an equal opportunity employer and value diversity at our company. We don't discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status. When in doubt, please apply!

Apply for this Job

* Required


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Turo are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.