Senior Program Manager, Workforce Management

Job Description

Who we are: Rover.com connects pet parents with the world’s largest network of pet sitters and dog walkers. On Rover, pet parents can easily discover, book, and manage personalized care for their dogs including pet sitting, dog walking, and doggy daycare. Founded in 2011 on the belief that everyone should have the opportunity to experience the unconditional love of a dog, Rover improves and simplifies life for pet parents and the dogs they love. Our global headquarters are in Seattle, Washington in the United States, working closely with our teams in Spokane, Berlin, London, and Barcelona. We have a track record of being recognized as a great place to work, having been named among Seattle's 'Best Places to Work' in Seattle Business Magazine and the Puget Sound Business Journal for three years running. We're an agile, fast-growing company, and our leadership comes from some of the world's most respected tech companies. Our pioneering approach to people and pups alike landed us on the list of GeekWire’s Next Tech Titan in 2019 and the World's Most Innovative Companies in 2018 by Fast Company. Needless to say (but we're going to say it anyway)—we love dogs, and we wouldn't dream of going to work without them by our sides. Who we're looking for: We're looking for a Workforce Management (WFM) Senior Program Manager to join our Operations team to help drive Operation’s strategic vision through cross-functional initiatives that scale processes, improve employee experience, reduce operational costs, and foster operational excellence.

Your Responsibilities:

• Network (FTE and BPO contact center sites) workforce management planning & scheduling. Convert contact forecast (from Analytics) into daily schedules. Build out FTE agent schedules that intentionally complement BPO schedules that maximizes customer coverage while balancing efficiency. Develop and publish agent shift schedules bi-weeky.
• Support frontline manager team scheduling by providing options for team meetings
• Schedule all department and company wide meetings, events, and trainings across 3 FTE sites and am, pm and evening shifts
• Establish and own cross-functional business rhythms to support key initiatives related to scheduling across FTE and BPO teams including long range (6-8 week) day and interval FTE needs against peak volume periods
• Report on forecasted agents needed vs actual needed vs actual agents in-seat
• Lead After Action Reviews for peak periods across frontline, WFM, and analytics
• Real-time adjustments to shift resources for unforeseen impacts to our contact volume
• Monitor and report on schedule effectiveness
• Propose and implement improvements to scheduling strategy & methodology
• Identify frontline requirements, forecasting inputs needed, and modify or source new WFM tools as appropriate
• Own vendor relationships related to scheduling
• Develop and implement new WFM performance metrics

Your Qualifications:

• Bachelor’s degree or equivalent experience
• 5+ years of scheduling or program management experience
• Strong decision-making skills and the ability to work autonomously in a shifting and sometimes ambiguous environment.
• Ability to present data and make recommendations to influence the organization to key outcomes.
• Proven organizational, detail orientation and time management skills required.
• Strong written and oral communication skills.
• Able to handle confidential information in a mature and professional manner.
• Basic knowledge of SQL or willingness to learn
• Excellent negotiation and influence skills
• Ability to leverage employee feedback, research data, and business metrics to evaluate current scheduling strategy and champion continuous improvement.
• Prior experience with CRM and Telephony tools
• Prior experience sourcing and implementing WFM tools

Benefits:

• Competitive compensation
• 401k Match
• Stock options
• 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 $1000 toward adopting your first dog or cat
• Stocked fridges, coffee, soda, and lots of treats (for humans and dogs) and free catered lunches semi-monthly (currently on hold due to Covid19)
• Regular team activities, including happy hours, snow tubing, game nights, and more (currently performed virtually due to Covid19)

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 will ensure that individuals with disabilities are provided 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. Apply for this job