Partner Operations Manager

Rover.com • Florida, FL

2d

About The Position

Rover’s Partner 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 by coaching and scaling a multi-leveled customer experience team through a strategic partnership across multiple global locations. 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 that is two-fold - managing customer experience teams with a global BPO partner and balancing those functions with project management duties related to the team and its roadmap. Your passion for team leadership is only surpassed by your passion for the customer. You will motivate, coach and develop your internal and external teams to exceed performance goals, while also empowering them to advocate for the end user. You are someone who has demonstrated tremendous adaptability in a fast-paced environment; you thrive on a team that operates in terms of days, not weeks. 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 through both optimization and continuous improvement. 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, supporting multiple channels and achieving success through other leadership teams and partners. Exact scheduled days and hours to be determined, as Rover's CX team operates 24/7

Requirements

• 3-5 years experience working in operations or customer experience
• 1-2 years experience managing or leading teams in operations or customer experience - bonus for BPO management on client and/or provider side
• 1-2 years experience leading projects including all phases from initiation to close
• Excellent written and verbal communication skills, including writing business case proposals and project plans as well as business announcements and customer-facing content
• Very high attention to detail
• Experience with Zendesk, Jira, or similar customer management tools
• Experience using data to make strategic business decisions
• Bachelor's degree or equivalent experience
• 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
• Ability to travel domestically and/or internationally as needed - estimated 3-5 times per year
• Demonstrated competency with one or more analytical toolkits, including Excel, Zendesk Explore, Google Sheets, and / or SQL

Responsibilities

• Motivate, coach, and develop 8-10 professional individual contributors and supervisors who support the customer experience at Rover, including vendor management of outsourcing partners and leadership teams.
• Identify areas of efficiency opportunity within the team and can recommend and implement changes as needed.
• Partners with workforce management at both Rover and BPO partner sites teams to organize, prioritize and schedule work assignments to meet business needs.
• Manage queues of customer requests and tickets to agreed-upon service levels, and strive to raise the bar higher.
• Review customer contacts and identify ways to improve the customer experience, as well as own escalated customer contacts and resolve them.
• Communicates with internal and external stakeholders effectively during escalations, support requests, and project execution.
• Identifies emerging business problems related to their job function and presents them in a solutions-oriented format.
• Act as a liaison between your team and cross-functional groups within the organization to successfully launch global alignment, continuous improvement, and new initiatives.

Benefits

• Competitive compensation
• 401k match
• Long-term incentive plan with a company performance-based cash payout
• 4 weeks 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 monthly
• Regular team activities performed in-person and virtually

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree