Senior Manager, Go-To-Market Operations

Chicago, IL | Denver, CO | Phoenix, AZ | Remote, US

About Caribou

At Caribou, we care about giving people financial freedom so they can focus on what’s most important to them. Today, less than two percent of Americans refinance their auto loans despite drastic in the cost of new and used cars. We see huge potential to help folks reduce their monthly auto expenses, as well as increase the predictability of those expenses over time.

We do this by building technology to pair customers with community banks and credit unions, and ushering them through the process quickly. On average, our drivers save $159/month on their car loans while protecting their investment long term.

Caribou is led by leaders from the technology, automotive, and finance industries. We’re proud to be backed by a great team of investors, including QED Investors, Goldman Sachs, Moderne Ventures, Accomplice, Link Ventures, Motley Fool Ventures and others.

About the Roles:

Caribou is seeking two strategic leaders to join our Go-To-Market Operations team. Both roles are pivotal in driving efficient growth and profitability by developing GTM plans and tracking implementation success.

Shared Core Responsibilities

• Strategy & Growth: Drive business results by developing GTM plans and tracking success metrics that enable scalable growth.
• AI Innovation: Identify opportunities to leverage AI tools to enhance the customer experience and optimize operational costs.
• Executive Advocacy: Represent your work to Sales & Ops leaders to advocate for resourcing and provide transparent updates on progress.
• Cross-Functional Leadership: Partner with Sales and Ops leaders to drive accountability for productivity, quality, and compliance standards.

Focus:
The "Engine." You own the technology, efficiency, and infrastructure that powers the sales floor.

• Sales Tech Stack: Own the administration and optimization of GTM tools, ensuring the team has the right tech to win.
• Customer Engagement Strategy: Design and manage the outbound dialer strategy and engagement cadence for every stage of the funnel.
• Capacity Planning: Own the monthly workforce planning process to identify short-term staffing gaps and mid-term hiring needs.
• Process Optimization: Project manage high-leverage initiatives specifically designed to improve sales & operational efficiency and team member effectiveness.

Senior Manager – GTM Operations & Voice of Customer

Focus:
The "Experience." You own the feedback loops, customer sentiment, and long-term retention strategy.

• Voice of the Customer (VoC): Establish and maintain a robust VoC process with closed-loop mechanisms to identify and resolve customer pain points.
• CX Strategy: Identify and project manage initiatives that directly improve the customer journey and overall brand satisfaction.
• Insights to Action: Translate customer feedback into actionable GTM strategies, ensuring the sales and ops teams are aligned with customer needs.
• Process Integrity: Work with cross-functional partners to ensure compliance and quality standards are met through the lens of the customer experience.

This role may work remotely from a state where Caribou operates with a preference for Denver, CO or Phoenix, AZ.
* This role requires attendance at occasional in-person meetings.

About You:

• Experience: 5+ years of experience in go-to-market strategy roles.
• Problem Solving: You are a curious, action-oriented problem solver, experienced at using data to identify defects and building trust across organizational functions.
• Analytical Power: You are highly analytical and can effectively work in a data-driven organization to translate data into high-impact initiatives.
• Ownership: You demonstrate the highest levels of ownership and have a proven ability to take ideas and turn them into results.

Role-Specific Requirements:

• Workforce Strategy: You have direct experience in capacity planning and workforce management processes.
• Lead Strategy: You have experience managing customer outreach and lead management strategies (e.g., dialer and CRM workflows).

For Senior Manager – Voice of Customer (VoC):

• Quality & Feedback: You have experience leading Voice of Customer (VoC) and Quality Assurance programs.
• Defect…