Senior Business Program Manager

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: Our Business Operations team supports our frontline agents and management team by creating game-changing improvements in process design, policy changes, improved data visualization, and enhancements to training and instructional design.  The Business Operations team also champions changes to product design, marketplace management, and marketing copy that better serves our customers, and therefore our support specialists.    We are looking for a customer focused, data driven change agent who can help bring Operations’ strategic vision to life.  As the Program Manager, you will lead strategic programs that elevate the customer experience for our community of sitters, owners and pets.  You will sharpen workflows and policies, and integrate new tools and tech that enable our frontline.  Game-changing initiatives will have your fingerprints all over them through your leadership of cross functional teams across Rover.  The Ideal candidates loves to serve customers and partner with their teammates. They will thrive in a fast-paced environment, act quickly to identify and improve key metrics, and solve high-impact business problems. This position requires that a person  savor ambiguous operating environments and change.  If you have a voracious appetite for interacting with data to solve problems, enjoy partnering with numerous organizational stakeholders, and you delight in delivering outstanding outcomes, this role may be for you.  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:

Spearhead programs (new product initiatives, technology solutions, CRM and Telephony infrastructure optimization, etc) that elevate customer satisfaction, reduce our cost-to-serve and improve our agents’ experience.

Coordinate the execution of multiple cross-functional work streams to deliver a cohesive outcome.  Partners include but are not limited to Operations teams (CX, Trust & Safety, and Fraud & Customer Success, Learning & Development departments) as well as other departments such as Product, Engineering, IT, Finance, International, Legal, Marketing, and our Marketplace team.

Leverage data to inform business decisions and analyze impact. 

Performance metrics are your heartbeat.  Directly develop, own and drive efficiency and cost to serve programs that have tangible impact on metrics.  

Effectively decompose strategic goals into program strategy, operations workstreams and outcomes.  Executes to deliver results.  

Narrate a strategy for ambiguous and unscoped programs; identifies multiple approaches, drives alignment around the best long-term value for Rover, and builds the plans to execute programs.

Routinely review key milestones with senior managers and cross functional partners. Troubleshoots medium to major roadblocks and delays autonomously.

Prioritize competing stakeholder requests and internal deliverables in a complex, fast-paced environment.

Identify and track KPIs; inform stakeholders how the KPIs contribute to the performance of the team, department, and company.

Operates with autonomy and discretion; is responsible for initiating or taking actions to resolve problems.

Regularly influence interdepartmental policy and process and consistently partners with peers to influence cross-functionally

Design longer and/or perpetually-running, complex market tests with interdepartmental impacts.

Work on significant and unique issues where no current best practices exist in the market.

Support training and onboarding of team members; mentors/coaches in career development of Project and/or Program Managers.

Your Qualifications:

5+ years of experience driving business impacting projects and programs with a track record of customer-centric transformational growth.

Experience owning and driving improvement in operational KPIs. Demonstrates strong analytical skills and the ability to leverage data from third party operations tools (e.g. CRM and phone contact tools) to solve business problems.  

Your toolkit includes advanced excel (lookups, pivots, functions). An appetite to learn SQL in a short period of time is also needed. SQL skills at entry are preferred

Demonstrated experience effectively partnering with diverse teams across complex organizations to drive outcomes.

Experience developing, implementing, and refining customer operations measurement methods and holding teams accountable to hitting ambitious cost to serve and customer satisfaction goals.

Clear track record of driving success in a highly quantitative environment.

Online marketplace experience and startup experience is preferred.

Highly effective at influencing intra- and interdepartmental decision-makers. 

Can leverage strong business partnerships to influence resources, process or policy with peers to influence cross-functionally

Excellent verbal and written communication skills.

Bachelor's degree (Master's degree preferred), PMP or other Project Management Certifications

Benefits of Working at Rover.com

Competitive compensation

401k match

Flexible PTO

Competitive benefits package, including medical, dental, and vision insurance

Commuter benefits

Bring your dog to work (and unlimited puppy time)

Pet benefits, including $1,000 toward bringing home a new dog or cat

Stocked fridges, coffee, soda, and lots of treats (for humans and dogs) and free catered lunches semi-monthly 

Regular team activities performed in-person and virtually

Compensation:

In the greater Seattle area the first-year salary range is $129,139-171,755. In Washington State outside of the Seattle area the first- year salary range is $117,399-156,141. 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.