Customer Experience Operations Analyst (Remote) at Getaround | Powderkeg

Location: San Francisco, CA

Employment Type: Full-time

Team: Customer Experience

Who we are

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 have shown 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.

The Opportunity

Getaround’s Customer Experience organization is focused on delivering fast and fair service for Getaround’s Hosts and Guests. The organization takes a customer-centric, proactive approach to engaging, educating and empowering our customers, with the goal of fostering lasting customer relationships. Understanding performance and trends is a key part of delivering on this promise.

In this role, you will be part of a team developing dashboards for departmental and agent level performance metrics, analyzing qualitative customer service contact data, and doing basic workforce analytics for the Customer Happiness and Community operations. This will include expanding on existing metrics, reporting on key metrics, analyzing trends, and assisting with workforce planning and measuring.

Reporting to the Sr. Mgr Community Operations, this is an exciting opportunity to join a rapidly scaling company in a highly impactful role. Join us and help to create a reliable and affordable transportation option for those who need it most while simultaneously creating economic opportunity for fleet-owning entrepreneurs.

What You’ll Do

  • Own metric definitions and key dashboards. Expand on existing metrics as the organization’s strategy evolves
  • Focus on converting customer contacts into quantifiable and actionable feedback and data
  • Maintain workforce/staffing models, assist with schedule creation and coverage maintenance
  • Assist with scoping and analysis of key project impacts
  • Build and maintain dashboards with key CX OKRs and KPIs
  • Manage budgeting and planning processes for CX team, maintaining monthly analysis of cost to projects for systems, headcount etc

What You'll Bring

  • 3+ years experience working with data in a tech start-up or tech marketplace
  • Experience with project prioritization, scoping and impact analysis
  • Experience with Looker, Tableau or similar analytics tooling
  • Strong business intuition and a customer-centric mindset

Benefits & Perks

  • 🌎 Remote First Workplace, with flexible work hours (we mean it!)
  • 💰Competitive salary and generous Stock Options
  • 💫401k plus platinum plans for medical, dental, vision, life, and disability benefits
  • 📝 Annual Work Smarter stipend to optimize your home office and individual wellness needs
  • 🧠Free Access to our Udemy learning portal and annual education stipend to focus on your career growth and development
  • 🏖Flexible PTO policy and monthly Wellness Days to reset and recharge
  • 💻Virtual events to connect with your fellow Getarounders, including educational speakers, cooking sessions, game nights, mixology classes and +!
  • 🤝 A company culture that keeps Diversity, Equity and Inclusion top of mind, thanks to our dedicated Task Force. We are committed to being a place where you’re empowered to bring your full self to work
  • 🗓 Monthly Getaround credits and discounts for you, your friends and family


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!

Job Summary
  • Job Title
    Customer Experience Operations Analyst (Remote)
  • Company
  • Location
    San Francisco, CA
  • Employment Type
    Full time
Ready to apply?
Ready to apply?