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

Customer Operations and Support is a central hub for handling inquiries, issues, and support needs across CarGurus, serving both internal and external customers. Work includes both back office and direct customer contact. Work also includes internal CarGurus teams as well as outsourced vendor teams. Within the Customer Operations & Support organization is the Tech and Process Operations team.

The Tech and Process Operations team is responsible for assembling business requirements and returns on investment for proposed process improvements, and then working with stakeholders to prioritize the changes. This role will specifically be working primarily within LivePerson, the chat/sms platform we utilize. There will also be opportunities to work with other platforms such as Salesforce and DialPad.

What you'll do

• Analyze current business processes and make recommendations for platform improvements based on industry trends and professional business knowledge.
• Think and act strategically using data and models to support recommendations to leadership.
• Maintain documentation on policies, procedures, and changes as the business processes evolve.
• Test new platform enhancements and optimizations.
• Manage and prioritize platform-related projects, ensuring timely delivery and adherence to business requirements.
• Be the expert in various tools, including LivePerson and/or Salesforce, coordinating across stakeholders to make improvements to the customer and employee experience at CarGurus.
• Consult and obtain business requirements for enhancements to the LivePerson chat tool and/or Salesforce CRM.
• Be the expert on LivePerson and/or Salesforce reporting, addressing stakeholder needs by building necessary reports within LivePerson, Looker, or Google Sheets.
• Make changes to LivePerson regularly, tracking the impact of changes and making ultimate recommendations for go-forward processes.

What you'll bring

• Bachelor's degree in business, finance, computer science, or related field.
• 3+ years in a business analyst or similar role.
• Proven ability to leverage analytical and problem-solving skills in a fast-paced environment.
• Proficiency in project management tools and methodologies.
• Detail-oriented individual with the ability to quickly ramp up on new projects, the needs of the business, and technologies.
• Excellent written communication skills.
• Demonstrated flexibility and willingness to do what it takes to get the job done.
• Ability to work at the Boston office 60% of the month.
• Drive and desire to learn and grow both technical and functional skill sets.
• Previous experience with LivePerson, Salesforce and data visualization software, such as Looker BI tool is a plus.

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