Operations Manager II, Trust & Safety

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 environment and are responsible for ensuring pet parents and pet caregivers receive world class customer service. Rover Operations Managers are able to coach and scale their multi-leveled customer experience team to exceed performance goals, while empowering them to advocate for the end user. You are adept at leading operations front line managers supporting prevention and problem resolution of a wide-range of issues including those that pose risk to the company, users, and animal safety. You are comfortable creating and analyzing reports, then making data-driven decisions to improve both business efficiencies and the customer experience. Rover Operations Managers demonstrate excellent decision quality in a high stakes environment. You are analytically minded, and know that if you can’t measure it, you can’t optimize it. You are someone who can partner with other key-stakeholders in an effort to resolve and solve issues, along with the ability to identify actionable opportunities. Finally, you are able to easily context-switch between executing in the now and strategizing for the future.

Your Responsibilities:

• Recruit, hire, develop and performance manage a team of 3-5 frontline managers supporting customers with resolution of a wide-range of issues, including emergency issues that pose significant risk to the company, users, and animal safety.
• Identify opportunities to improve current processes in order to increase operational efficiency, customer satisfaction and the employee experience.
• Experience supporting leaders and customers with high stakes emergency situations
• Collaborate with Workforce Management 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
• Manage staff and schedule adherence to ensure compliance with established SLAs for all channels of support; non-compliance with SLAs has a negative financial impact to the organization
• Deliver excellent customer support through various channels including live chat, email, and phone support
• Support the onboarding and training of new agents 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 employees 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:

• 3+ years of experience in a senior leadership role where your responsibilities included managing other leaders
• 5-7 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

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