Head of Regional Telemarketing & Ticketing

About Carro

Carro has carved out a reputation as Asia-Pacific's leading online automotive marketplace. This tech unicorn is a people-centric business with over 4,500 employees in 8 markets who speak 9 languages. Working here, you'll be part of a diverse, inclusive team that drives innovation and change, and find a place that supports your growth and development. Visit us at www.carro.co.

Why work with Carro

• Join the region's largest online automotive marketplace with offices in 8 markets.
• Firsthand experience in reshaping the automotive industry using the latest technologies such as AI and machine learning.
• Formal and informal learning and development programmes to support your growth and career progression.
• Comprehensive benefits including medical, insurance and wellbeing.
• Flexible working arrangements upon request.
• Learn from some of the most experienced mentors in the technology and automotive space.
• Meet and interact with colleagues from all around Asia Pacific.
• Pursue opportunities to work in departments in other countries and regions.
• Diverse and inclusive working environment with modern workspaces.
• Engaging employee initiatives, events, and activities.

Every enquiry to buy a car, sell a car, book a workshop, or raise a complaint enters Carro through ticketing. The Head of Regional Ticketing owns that function across markets and business units: the telemarketing teams that convert leads into transactions, and the customer experience teams that resolve and route everything else.

The role also carries a build mandate, taking the department from human-led towards an AI agentic-assisted operating model.

About your role

TELEMARKETING & CONVERSION

• Own funnel targets for inbound leads across all markets: appointments booked, show-up rate, conversion to transaction.
• Optimize lead conversion: qualification quality, pipeline velocity, follow-up discipline.
• Build contact strategies, scripts and call cadences with sales and marketing, adapted per market.
• Hold agents and managers to reporting cadence and quality standards.

CUSTOMER EXPERIENCE

• Own resolution and routing for enquiries, complaints and service requests across car purchase, car sale and workshop booking channels.
• Set intent classification and routing rules so tickets reach the right team first time.
• Manage escalations and complaint recovery, closing the loop with whichever team caused the issue.
• Hold response time, first-contact resolution and CSAT to agreed standards.

REGIONAL & TEAM LEADERSHIP

• Lead telemarketing/ticketing managers and agents across multiple business units, countries and time zones, onshore and offshore.
• Set headcount plans and shift coverage against demand patterns in each market.
• Develop the management layer through coaching, performance reviews and succession planning, acting early on underperformance.
• Standardise what should be common across markets and allow local variation where it earns its place.

PERFORMANCE & COMMERCIALS

• Report weekly on conversion, cost per appointment, resolution time, CSAT and productivity, with the analysis behind the numbers.
• Manage regional budget across onshore, offshore, and technology spend.
• Reduce cost-to-serve without trading away conversion or experience.

NEXT-GENERATION INFRASTRUCTURE

• Own the roadmap toward an agentic ticketing operation, with AI handling intake, triage, qualification, routing and routine follow-up.
• Define what AI handles and what stays human, with escalation rules and quality checks that make the split safe.
• Redeploy experienced agents onto complex, high-value, and emotionally difficult work as automation absorbs routine volume.
• Partner with product and transformation team on build priorities

Requirements

• 7–10 years leading customer-facing sales or service operations at scale, ideally in high-growth tech, marketplace or consumer businesses.
• Demonstrable funnel improvement: specific numbers, specific interventions.
• Hands-on experience implementing CRM and ticketing platforms.
• Multi-market leadership across cultures, languages, and time zones, including offshore models.
• Working knowledge of AI and automation in an operations context. Direct build experience is an advantage rather than a requirement.
• Comfortable holding performance standards while keeping teams engaged through change.
• Proficiency in additional Asian languages is a bonus.

Founded in 2015, Carro is Asia-Pacific's leading online automotive marketplace. By offering a trustworthy and transparent experience, Carro transforms the traditional way of buying and selling cars through proprietary pricing algorithms, AI-enabled capabilities, and innovative technological solutions.

Carro holds a strong presence in key markets across Asia Pacific, including Malaysia, Indonesia, Thailand, Taiwan, Japan, Hong Kong and Australia. Headquartered in Singapore, the unicorn startup is supported by more than 4,500 employees across Asia-Pacific and has raised over US$1B in debt and equity from Temasek, SoftBank Vision Fund, and several other sovereign funds. For more information, please visit: www.carro.co.