Customer Care Analyst
Acuity
Policy Manager
Rover.com
full-time
Posted on:
Origin: • 🇺🇸 United States • Florida, Idaho, North Carolina
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Identify and address policy maturity gaps, developing robust policies to define risks, processes, and customer expectations, paired with effective operational guidance and detection/enforcement mechanisms.
- Drafting policy to help Rover’s Content and Learning develop documentation that will drive safety improvements and improve the customer experience.
- Craft and lead high-priority risk and policy initiatives across multiple functional areas, elevating customer satisfaction and reducing risk to our community, including people and pet harm/crisis situations.
- Leverage data to inform policy decisions and analyze their impact, while tracking progress against key performance indicators (KPIs).
- Work with Program and Product managers to understand planned changes and identify risks and alignment with policy.
- Partner with our Content and Learning Development team to identify and inform strategy on how to best present Trust & Safety documentation to enable employees and customers to find what they need when they need it.
Requirements
- 3+ years of experience working on product and user policy projects and programs, with a track record of customer-centric policy improvements and risk mitigation focus.
- Demonstrated critical thinking and problem-solving skills and the ability to leverage data to inform policy development.
- Experience partnering with diverse teams across Operations, Analytics, PR/Marketing, & Product.
- Strong communication skills, including effective communication with different stakeholders and the ability to understand and incorporate feedback.
- Exceptional grammar, spelling, and punctuation, with the ability to write clear, concise, and engaging material.
- Keen eye for detail in proofreading and editing content, ensuring accuracy and consistency.
- Strong organizational skills to manage multiple projects simultaneously, and the ability to meet tight deadlines and work under pressure.
- Thrives working within ambiguity and is comfortable with a high degree of autonomy.
