Customer Contact Center Manager II, Customer Experience (BPO)

Job Description

Who we are: Want to make an impact? Join our pack and come work (and play!) with us. We believe everyone deserves the unconditional love of a pet—and at Rover, our mission is to make it easier to experience that love. Founded in 2011, the Rover app and website connect dog and cat parents with loving pet sitters and dog walkers in neighborhoods across the US, Canada, and Europe. We empower our community of trusted pet sitters and dog walkers to run their own pet care businesses on Rover with the tools and security of a global company to back them. Headquartered in Seattle, Washington, we work closely with our teams in Barcelona, London, San Antonio, Spokane and remote locations. We’ve got a reputation for being 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. We're an agile, fast-growing company, and our leadership comes from some of the world's most respected tech companies. At Rover, our furry coworkers are just as important as our human ones—and we wouldn’t have it any other way. Along with making the joys of pet parenthood more accessible, we’re committed to fostering a diverse, inclusive, and welcoming community of pet people—and that starts with our employees. Who We're Looking For: Rover Operations Managers operate in a fast-paced, agile startup 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. 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 managing customer experience leaders and Business Outsource Partners in a high volume contact center. Your passion for team leadership is only surpassed by your passion for the customer. You will motivate, coach and develop your leaders to exceed performance goals, while also empowering them to advocate for the end user. You are able to set operational direction and create accountability with BPO leaders. 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. 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.

Your Responsibilities:

• Recruit, hire, develop and performance manage a team of 3-5 frontline managers and Leads supporting customers with resolution of a wide-range of issues
• Owns relationship with Business Process Outsourcers, maintains functional business rhythms, and provides ongoing strategic direction that supports the customer experience.
• Identify opportunities to improve current processes in order to increase operational efficiency, customer satisfaction and the employee experience.
• Accountable for Contact Center performance of BPO and internal teams & delivery of best in class service, meeting or exceeding all Key Performance Indicators (i.e. service level, quality, etc.) within budget
• Collaborate with BPO Leaders to ensure schedules are being optimized, and new hire class needs are being evaluated monthly to meet service level objectives; both for projected volume increases, but also planned attrition
• Deliver excellent customer support through various channels including live chat, email, and phone support
• Support the onboarding and training of new Rover managers and Team leads by partnering with Learning and Development
• Collaborate with leadership to promote an environment of accountability and productivity
• Serve as an escalation point for high priority requests or complex investigations initiated by our customers
• Responsible for onboarding and managing underperforming leaders out of the organization
• Assemble performance reporting by collecting, analyzing, and summarizing data and trends for internal leaders as well as customer; such reporting may include standing conference calls and/or business reviews

Your Qualifications:

• 2+ years of experience in a senior leadership role where your responsibilities included managing other leaders
• 3-4 years experience managing or leading teams in contact center operations
• Excellent written and verbal communication skills
• Comfortable operating in a dynamic and fast-paced environment with strong problem-solving and analytical skills
• Ability to handle escalated customer issues including emergency situations involving significant risk.
• Ability to support with executive level customer escalations involving high stakes emergency situations
• Experience with Zendesk, Talkdesk, or similar customer management tools
• Experience using data to make strategic business decisions
• Bachelor's degree or equivalent experience

Bonus Skills:

• 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
• Previously used Rover.com as a pet parent or dog sitter/walker
• Demonstrated competency with one or more analytical toolkits, including Excel, Google Sheets, and / or SQL

Benefits Of Working At Rover:

• Competitive compensation
• 401k
• Stock options
• Flexible PTO
• Competitive benefits package, including medical, dental, and vision insurance
• Commuter benefits
• Bring your dog to work (and unlimited puppy time)
• Doggy benefits, including $1000 toward adopting your first dog
• 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 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. Apply for this job