Partner Operations Manager

Rover.com

Partner Operations Manager responsible for coaching customer experience teams at Rover, enhancing service quality in a fast-paced tech environment. Focusing on team growth and operational efficiency.

Posted 5/8/2026full-timeRemote • Florida, Idaho, Missouri, North Carolina, Texas, Washington • 🇺🇸 United StatesMid-LevelSenior💰 $76,301 - $98,333 per yearWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

operations managementcustomer experience managementproject managementvendor managementprocess designdata analysisanalytical toolkitsExcelSQLZendesk Explore

Soft Skills

coachingmotivationcommunicationattention to detailproblem-solvingleadershiporganizational skillscollaborationstrategic thinkingsolutions-oriented