Senior Manager, Lifecycle Marketing
Rover.com
Job Level
Lead
About the role
- Drive KPIs in day-to-day operations across fulfillment, support, and customer-facing teams
- Audit current processes and lead end-to-end redesign of operational workflows
- Identify and implement process improvements to reduce cost, increase speed, and maintain quality
- Standardize delivery playbooks and SOPs across teams and geographies
- Define and track KPIs related to efficiency, unit economics, SLAs, and customer satisfaction
- Drive operational excellence through automation, tools, and team alignment
- Manage and coach mid-level operational managers
- Act as a key voice in company leadership, bringing operational clarity to strategy discussions
- Build scalable systems to support growth while maintaining affordable service for customers
Requirements
- 7+ years leading operations in a tech-enabled services or SaaS environment
- Proven success scaling operations while improving unit economics
- Experience managing fulfillment and customer-facing service teams
- Deep familiarity with service metrics (cost per order, time-to-fulfillment, CSAT, churn)
- Comfortable going deep into processes, data, and team-level execution
- Experience driving implementation of new tools and AI across organizations
- Website building, marketing tech, or agency/managed service background (highly desirable)
- Lean, Six Sigma, or other process improvement frameworks (highly desirable)
- Experience implementing AI or automation into workflows (highly desirable)
- Familiarity with tools like Zendesk, Notion, Airtable, Slack, Asana, Jira (highly desirable)
- Strong people leadership and coaching skills
- Detail-oriented, analytical, customer-centric, and excellent communicator
