Partner Operations Manager

Overview Who We Are: At Rover, pets and their people are at the heart of everything we do. We connect pet parents with trusted pet care across the U.S., Canada, Europe, and Australia. Headquartered in Seattle and Barcelona, we’re a values driven, fast-growing tech company focused on building safe and personalized experiences tailored to the needs of each unique pet. We’re investing in AI as a business accelerator and provide every team member access to AI tools in service of creating better experiences for our community. We are proud to be recognized as a great place to work, having been named among the 100 Best Companies to Work For in Seattle Business Magazine and Washington’s Best Workplaces in the Puget Sound Business Journal. At Rover we’re committed to creating an accessible, inclusive, and welcoming community, which starts with our employees. Want to make an impact? Join our pack and come work (and play!) with us. Who We're Looking For: Rover’s Partner Operations Managers operate in a fast-paced, agile startup environment and are responsible for ensuring pet parents and pet caregivers receive world class customer service by coaching and scaling a multi-leveled customer experience team through a strategic partnership across multiple global locations. We are looking for a strategic and analytically-minded leader to take customer support to the next level. Your work will directly shape the trajectory of the customer experience at Rover, all within a vibrant, pet-friendly, later-stage company environment. The ideal candidate will have experience that is two-fold - managing customer experience teams with a global BPO partner and balancing those functions with project management duties related to the team and its roadmap. Your passion for team leadership is only surpassed by your passion for the customer. You will motivate, coach and develop your internal and external teams to exceed performance goals, while also empowering them to advocate for the end user. You are someone who has demonstrated tremendous adaptability in a fast-paced environment; you thrive on a team that operates in terms of days, not weeks. You are analytically minded, and know that if you can’t measure it you can’t optimize it. You are comfortable creating and analyzing reports, then making data-driven decisions to improve both business efficiencies and customer experience through both optimization and continuous improvement. FInally, you are able to easily context-switch between executing in the now and strategizing for the future. You will be expected to plan and staff the customer support function as it evolves, supporting multiple channels and achieving success through other leadership teams and partners. Exact scheduled days and hours to be determined, as Rover's CX team operates 24/7 To be eligible for this role you must be able to work remotely and reside only in the approved states of FL, GA, ID, NC, TX, WA & MI. Your Responsibilities Motivate, coach, and develop 8-10 professional individual contributors and supervisors who support the customer experience at Rover, including vendor management of outsourcing partners and leadership teams. Identify areas of efficiency opportunity within the team and recommend and implement changes as needed. Partner with workforce management at both Rover and BPO partner sites to organize, prioritize and schedule work assignments to meet business needs. Manage queues of customer requests and tickets to agreed-upon service levels, and strive to raise the bar higher. Review customer contacts and identify ways to improve the customer experience, and own escalated customer contacts and resolve them. Communicate with internal and external stakeholders effectively during escalations, support requests, and project execution. Identify emerging business problems related to the job function and present them in a solutions-oriented format. Act as a liaison between the team and cross-functional groups within the organization to successfully launch global alignment, continuous improvement, and new initiatives. Your Qualifications 3-5 years experience working in operations or customer experience 1-2 years experience managing or leading teams in operations or customer experience – bonus for BPO management on client and/or provider side 1-2 years experience leading projects including all phases from initiation to close Excellent written and verbal communication skills, including writing business case proposals and project plans as well as business announcements and customer-facing content Very high attention to detail Experience with Zendesk, Jira, or similar customer management tools Experience using data to make strategic business decisions Bachelor's degree or equivalent experience Experience at a consumer technology company Experience at a startup or other fast-growth company Experience in vendor management Experience with process design and improvement Ability to travel domestically and/or internationally as needed - estimated 3-5 times per year Demonstrated competency with one or more analytical toolkits, including Excel, Zendesk Explore, Google Sheets, and / or SQL Benefits of Working at Rover.com Competitive compensation 401k match Long-term incentive plan with a company performance-based cash payout 4 weeks PTO Competitive benefits package, including medical, dental, and vision insurance Commuter benefits Bring your dog to work (and unlimited puppy time) Pet benefits, including $1000 toward adopting your first dog or cat Stocked fridges, coffee, soda, and lots of treats (for humans and dogs) and free catered lunches monthly Regular team activities performed in-person and virtually Compensation In Washington State outside of the Greater Seattle area the first-year salary range is $76,301-98,333. Additionally, Rover offers a long-term incentive plan with a company performance-based cash payout and benefits to full-time employees. The cash compensation offered for this role will be dependent on the candidate's experience, qualifications, skills, and abilities as demonstrated in the interview and hiring process. Rover is an equal opportunity employer committed to promoting a diverse, inclusive and inventive environment with the best employees. We’re driven by seeing our people succeed and grow, and we work to ensure everyone contributes to their fullest potential. We consider all qualified applicants without regard to age, race, color, ancestry, national origin, religion, disability, protected veteran status, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable laws, regulations and ordinances. We are committed to work with you to look for reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. #J-18808-Ljbffr