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Rover.com
Rover.com

Partner Operations Manager

Texas, U.S.
Full-Time
Remote
$76,301 – $98,333 per year

TLDR

Lead and develop customer support teams while shaping the trajectory of user experiences at Rover through strategic partnerships and analytics in a pet-friendly environment.

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. 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 can recommend and implement changes as needed.

  • Partners with workforce management at both Rover and BPO partner sites teams 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, as well as own escalated customer contacts and resolve them.

  • Communicates with internal and external stakeholders effectively during escalations, support requests, and project execution.

  • Identifies emerging business problems related to their job function and presents them in a solutions-oriented format.

  • Act as a liaison between your 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.

    Benefits

    Regular team activities

    Regular team activities performed in-person and virtually

    Paid Time Off

    4 weeks PTO

    Rover.com
    Rover.com

    Rover.com is a platform that connects pet parents with trusted pet sitters and dog walkers across the US, Canada, and Europe. It uniquely empowers pet care providers to manage their own businesses while offering the safety and support of a globally recognized company.

    Founded
    Founded 2011
    Employees
    500+ employees
    Industry
    Diversified Consumer Services
    Total raised
    $310M raised
    View company profile
    Partner Operations Manager
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