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Partner Operations Manager

1 hour, 29 minutes ago
United States
Full-time
Mid Level
Operations Manager
Project and Program Management
Agile JIRA SQL
Apply Now
Rover.com

Rover.com

Rover.com is an award-winning technology business dedicated to providing safe, easy, and affordable pet care services. They connect pet parents with a network of trusted pet sitters and dog walkers, offering in-home dog boarding, pet sitting, dog walki...

Diversified Consumer Services
251-1K
Founded 2011
$311M raised
View All Jobs 2

Description

  • Motivate, coach, and develop 8-10 individual contributors and supervisors supporting customer experience operations.
  • Manage vendor relationships and oversee outsourcing partners and leadership teams.
  • Partner with workforce management teams at Rover and BPO sites to plan, prioritize, and schedule work assignments.
  • Manage customer request and ticket queues to meet service-level targets and improve performance.
  • Review customer contacts, resolve escalated issues, and identify opportunities to improve the customer experience.
  • Communicate effectively with internal and external stakeholders during escalations, support requests, and project execution.
  • Identify emerging business problems and present solutions in a clear, actionable format.
  • Serve as a liaison to cross-functional teams to support global alignment, continuous improvement, and new initiatives.
  • Recommend and implement efficiency improvements within the team and operating model.

Requirements

  • 3-5 years of experience in operations or customer experience.
  • 1-2 years of experience managing or leading teams in operations or customer experience, with bonus consideration for BPO management on the client and/or provider side.
  • 1-2 years of experience leading projects from initiation through close.
  • Excellent written and verbal communication skills, including business case proposals, project plans, 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 analytical toolkits such as Excel, Zendesk Explore, Google Sheets, and/or SQL.

Benefits

  • Competitive compensation.
  • 401(k) match.
  • Long-term incentive plan with a company performance-based cash payout.
  • 4 weeks of PTO.
  • Competitive benefits package including medical, dental, and vision insurance.
  • Commuter benefits.
  • Bring your dog to work and enjoy unlimited puppy time.
  • Pet benefits, including $1,000 toward adopting your first dog or cat.
  • Stocked fridges, coffee, soda, treats, and free catered lunches monthly.
  • Regular team activities in person and virtually.

Interested in this position?

Apply directly on the company website

Apply Now

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