Spearhead programs (new product initiatives, technology solutions, CRM and Telephony infrastructure optimization, etc) that elevate customer satisfaction, reduce our cost-to-serve and improve our agents’ experience.
Coordinate the execution of multiple cross-functional work streams to deliver a cohesive outcome. Partners include but are not limited to Operations teams (CX, Trust & Safety, and Fraud & Customer Success, Learning & Development departments) as well as other departments such as Product, Engineering, IT, Finance, International, Legal, Marketing, and our Marketplace team.
Leverage data to inform business decisions and analyze impact.
Performance metrics are your heartbeat. Directly develop, own and drive efficiency and cost to serve programs that have tangible impact on metrics.
Effectively decompose strategic goals into program strategy, operations workstreams and outcomes. Executes to deliver results.
Narrate a strategy for ambiguous and unscoped programs; identifies multiple approaches, drives alignment around the best long-term value for Rover, and builds the plans to execute programs.
Routinely review key milestones with senior managers and cross functional partners. Troubleshoots medium to major roadblocks and delays autonomously.
Prioritize competing stakeholder requests and internal deliverables in a complex, fast-paced environment.
Identify and track KPIs; inform stakeholders how the KPIs contribute to the performance of the team, department, and company.
Operates with autonomy and discretion; is responsible for initiating or taking actions to resolve problems.
Regularly influence interdepartmental policy and process and consistently partners with peers to influence cross-functionally
Design longer and/or perpetually-running, complex market tests with interdepartmental impacts.
Work on significant and unique issues where no current best practices exist in the market.
Support training and onboarding of team members; mentors/coaches in career development of Project and/or Program Managers.

Requirements

5+ years of experience driving business impacting projects and programs with a track record of customer-centric transformational growth.
Experience owning and driving improvement in operational KPIs. Demonstrates strong analytical skills and the ability to leverage data from third party operations tools (e.g. CRM and phone contact tools) to solve business problems.
Your toolkit includes advanced excel (lookups, pivots, functions). An appetite to learn SQL in a short period of time is also needed. SQL skills at entry are preferred
Demonstrated experience effectively partnering with diverse teams across complex organizations to drive outcomes.
Experience developing, implementing, and refining customer operations measurement methods and holding teams accountable to hitting ambitious cost to serve and customer satisfaction goals.
Clear track record of driving success in a highly quantitative environment.
Online marketplace experience and startup experience is preferred.
Highly effective at influencing intra- and interdepartmental decision-makers.
Can leverage strong business partnerships to influence resources, process or policy with peers to influence cross-functionally
Excellent verbal and written communication skills.
Bachelor's degree (Master's degree preferred), PMP or other Project Management Certifications

Benefits

Competitive compensation
401k match
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
Stocked fridges, coffee, soda, and lots of treats (for humans and dogs) and free catered lunches semi-monthly
Regular team activities performed in-person and virtually

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

data analysisKPI trackingadvanced ExcelSQLcustomer operations measurementprogram managementproject managementoperational improvementperformance metricsmarket testing

Soft Skills

influencing decision-makerscross-functional collaborationproblem-solvingmentoringcommunicationstrategic thinkingautonomyprioritizationanalytical skillsstakeholder management

Certifications

Bachelor's degreeMaster's degreePMPProject Management Certifications