Customer Support Manager

Cerebras; Brasil; Presencial; Tempo integral

Descrição da oferta de emprego

About Turing

Based in San Francisco, California, Turing is the world’s leading research accelerator for frontier AI labs and a trusted partner for global enterprises looking to deploy advanced AI systems. Turing accelerates frontier research with high-quality data, specialized talent, and training pipelines that advance thinking, reasoning, coding, multimodality, and STEM. For enterprises, Turing builds proprietary intelligence systems that integrate AI into mission-critical workflows, unlock transformative outcomes, and drive lasting competitive advantage.

Recognized by Forbes, The Information, and Fast Company among the world’s top innovators, Turing’s leadership team includes AI technologists from Meta, Google, Microsoft, Apple, Amazon, McKinsey, Bain, Stanford, Caltech, and MIT. Learn more at www.turing.com

Overview

Our customer needs are increasingly diverse, and so is the complexity of generating and matching the right candidates for jobs. Turing\'s product automatically handles developer sourcing (over 150,000 developer applications today), and also large parts of developer information gathering and screening and developer via automated tests and product. Our product is able to automatically narrow down the pool of matchable candidates to about 5,000. We also have an internal CRM like product that allows sophisticated querying of our database of candidates.

Human operations are however vital to solve specific last mile problems associated with these processes. Our product automates 99% of the work that is traditionally done manually in the staffing industry. As a result Turing will likely have a much smaller operations team than those companies. It is however vital that we have good operations execution on the remaining 1% so that we are able to consistently deliver high quality candidates to companies within 48 hours of them creating a new job opening.

Responsibilities

• As the Operations Leader, you will be responsible for building and executing a strategy to effectively generate and match candidates for jobs while meeting the speed and quality expectations of our clients. Your strategic and analytical thinking and human capital management skills will play a critical part in ensuring successful trials and long-term engagements.
• You will hire and lead a global team and continuously optimize Turing\'s talent vetting and matching process. It means that you will not only hire and manage teams but also build a control process and train them to ensure quality standards while generating more supply of candidates.
• This is a critical component of our business, and so this OL will be able to make an immediate impact. The OL will work closely with Engineering, Product, Growth, Data Science, and Sales to support our hypergrowth (9X\'ing this year). Because we are operating at scale, the OL must make data-driven decisions. The OL is responsible for collecting meaningful KPIs, and each operations initiative should be designed to improve those KPIs so that we can deliver measurable value to our customers, candidates, and business.

Requirements

Must-have

• Relevant Experience
• 5+ years of prior Operations leadership.
• Should have built a great sourcing/screening/training process and led a very effective operations team of 10+ people in the past.
• Engineering/STEM degree from a top school strongly preferred (eg: one of the IITs)
• Data-driven
• Drive key metrics by ruthlessly focusing on high-ROI opportunities. The OL must have a proven record of creating sensible KPIs rather than just following industry best practices, many of which don\'t neatly apply when the OL is in an uncharted territory of innovation.
• This OL will be expected to dive deeply into data by working with data scientists and translating key insights into operations processes and product features.
• Good collaborator
• Be able to interface with Engineering, Design, Data Science, and Sales. Each team has a different personality. This OM will need to clearly communicate priorities with stakeholders and set the right expectations while being fun to work with.
• Move fast and be comfortable breaking things
• Turing moves fast. Teams routinely launch big experiments that may break the funnel and KPIs. We expect everyone to launch ambitious experiments optimizing for long-term growth and be comfortable with things breaking in the short-term.
• People management
• The OL has a proven track record in hiring, growing, and managing Operations team members.
• Growth mindset and positive attitude
• Proactively seek out improvement opportunities in operations and products. Reach out for insights and feedback. Let\'s have fun building things together.

Nice-to-have

• Interest in product management
• Many key product features haven\'t been built yet. The OL will have the opportunity to build product features to improve operations efficiency and drive supply KPIs. Therefore, it would be ideal if the OL is interested in building products together.
• Experience working with sales and product
• Those are the two main teams the OL will be influencing daily.
• Technical knowledge
• Familiarity with popular tech stacks, such as React+Node, would be nice since the Matching Platform must be able to understand job requirements and match the right engineers.
• Familiarity with the engineering staffing industry and prior experience working with engineers or helping hire engineers is a plus.
• Prior experience as a startup founder is a plus.

Values

• We are client first: We put our clients at the center of everything we do, because their success is the ultimate measure of our value.

• We work at Start-Up Speed: We move fast, stay agile and favor action because momentum is the foundation of perfection

• We are AI forward: We help our clients build the future of Al and implement it in our own roles and workflow to amplify productivity.

Advantages of joining Turing

• Amazing work culture (Super collaborative & supportive work environment; 5 days a week)

• Awesome colleagues (Surround yourself with top talent from Meta, Google, LinkedIn etc. as well as people with deep startup experience)

• Competitive compensation

• Flexible working hours

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. Turing is proud to be an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, disability, protected veteran status, or any other legally protected characteristics. At Turing we are dedicated to building a diverse, inclusive and authentic workplace and celebrate authenticity, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

For applicants from the European Union, please review Turing\'s GDPR notice here.