Manager II, Customer Experience (6-Month Temporary Contract)

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, 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. Are you a seasoned leader passionate about shaping exceptional customer experiences and driving strategic operational improvements? We're seeking a dynamic and results-driven Manager II, Customer Experience for a 6-month temporary contract to lead our European customer support operations. You will be instrumental in ensuring our pet parents and pet sitters/walkers receive outstanding service, driving operational excellence, and fostering a customer-centric culture. Reporting to the Global Director of Customer Experience, you will lead a large team to achieve and exceed service levels and performance goals. *This is a hybrid position that has the minimum expectation to work out of our Barcelona Office in the Poblenou neighborhood two days per week on Mondays and Thursdays. For this reason, candidates must be based in Barcelona or willing to relocate.

What You'll Do:

• Strategic Leadership: Provide robust leadership and guidance to a team of Managers and Team Leaders, overseeing the resolution of complex customer issues and strategic initiatives.
• Performance & Metrics: Define, monitor, and consistently exceed strategic performance metrics, encompassing quality, productivity, service levels, and customer satisfaction, contributing directly to key business outcomes.
• Talent Development & Mentorship: Cultivate and empower a high-performing team by hiring, coaching, and developing customer-focused frontline team members and managers, fostering leadership growth within your direct reports.
• Process Optimization & Innovation: Proactively identify, design, and implement scalable, highly efficient processes, driving continuous improvement and innovative solutions.
• Advanced Data-Driven Insights: Conduct sophisticated data analysis to derive actionable insights, identify root causes of customer pain points, and uncover new opportunities for strategic enhancement of the customer experience.
• Operational Scaling: Support the operational scaling of Rover's customer support function, ensuring efficient staffing and quality service.
• Strategic Subject Matter Expertise: Serve as a primary subject matter expert on Rover's products, services, policies, and workflows, guiding complex problem-solving and strategic decision-making.
• Cross-Functional Collaboration: Drive impactful collaboration across departments, championing a seamless and integrated customer experience throughout the organization.
• Complex Escalation & Crisis Management: Effectively manage and strategically resolve highly escalated customer issues and inquiries, including crisis response and reputational risk mitigation.

What You'll Bring:

• 8+ years of progressive experience in customer support, operations, or contact center operations, with a demonstrable track record of leadership in large-scale environments.
• 8+ years of experience leading Managers and large teams, demonstrating strong leadership and mentoring capabilities across multiple layers.
• Extensive and proven experience in leading in-house customer service teams as well as optimizing and managing Business Process Outsourcer (BPO) partnerships, including vendor selection, performance management, and relationship cultivation.
• Deep expertise across various support channels, including phone, chat, email, and self-service, with a strategic understanding of their effective deployment.
• Proficiency with Zendesk (preferred but not required) and other enterprise-level CRM/contact center platforms.
• Demonstrated project management experience, including the ability to coordinate complex initiatives and effectively manage scope.
• Expert-level understanding of capacity planning, workforce management, and advanced contact center scheduling methodologies.
• Exceptional strategic thinking, analytical prowess, and problem-solving skills, with the ability to translate complex data into actionable strategies.
• Proven experience within two-sided marketplaces or shared economy business models (highly preferred).
• Bachelor’s degree required; Master’s degree in Business, Operations, or a related field strongly preferred.
This 6-month temporary contract offers a fantastic opportunity to make a significant impact on our customer experience and operational efficiency. If you are a motivated leader with a passion for customer service, we want to hear from you!

Benefits of Working at Rover:

• Competitive compensation
• Long-term incentive plan with a company performance-based cash payout
• Permanent contract
• Pension Plan
• Meal tickets through Cobee
• Generous PTO Allowance
• Hybrid Work Model: In-office days on Mondays and Thursdays, with remote work the rest of the week.
• Private health insurance
• Discounted Gym Membership
• Bring your dog to work (and unlimited puppy time)
• Monetary help for adopting a dog plus yearly credit to use on our platform
• Flexible work hours, sometimes you’ll need to be in at certain times, but on the whole, we’re pretty flexible when it comes to managing workload and time
• Grab snacks, fresh fruit, in our kitchen to keep yourself going
• Regular team activities, including happy hours, game nights, and more

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. Apply for this job