Oh Snap!
This job is no longer active - but you can still view the details below.

CRM (Zendesk) Manager

| Seattle
Who we are:
Rover.com connects pet parents with the world’s largest network of pet sitters and dog walkers. On Rover, pet parents can easily discover, book, and manage personalized care for their dogs including pet sitting, dog walking, and doggy day care. Founded in 2011 on the belief that everyone should have the opportunity to experience the unconditional love of a dog, Rover improves and simplifies life for pet parents and the dogs they love.
Our global headquarters are in Seattle, Washington in the United States, working closely with our teams in Spokane, Berlin, London, and Barcelona. We have a track record of being recognized as a great place to work, having been named among Seattle's 'Best Places to Work' in Seattle Business Magazine and the Puget Sound Business Journal for three years running. We're an agile, fast-growing company, and our leadership comes from some of the world's most respected tech companies. Our pioneering approach to people and pups alike landed us on the list of GeekWire’s Next Tech Titan in 2019 and the World's Most Innovative Companies in 2018 by Fast Company. Needless to say (but we're going to say it anyway)—we love dogs, and we wouldn't dream of going to work without them by our sides.
Who we're looking for:
Rover seeks a passionate CRM tools Manager to own multiple corporate applications including all operations SaaS tools in the Seattle office! Major components of our Tech Stack include: Zendesk, Talkdesk and Chatitive.
We are looking for someone to take the lead on a number of large initiatives this year including international expansion and rolling out a new internal process automation SaaS service. This person will be involved in planning strategic IT initiatives and delivering on business-wide growth and expansion projects. Rover is transitioning from a medium-sized, US-only company to a large company, expanding across the globe. 
The ideal candidate is a self-starter, has excellent communication and teamwork skills, loves to build scalable technology solutions and has propensity for problem solving on a large scale. There are a lot of opportunities to continue to build a great team and create innovative solutions with leading-edge tools.
What does IT look like at Rover?
Rover’s IT environment has very little on-premise hardware. Our strategy is to leverage cloud based services exclusively to ensure maximum scalability, adaptability and security. For all non-SaaS services, we run our own AWS Kubernetes cluster to ensure that we have no servers onsite. IT constantly strives to deliver the best technology solutions that support Rover’s mission of making it possible for everyone to experience the unconditional love of a pet. Our company and team are growing rapidly, so the ideal candidate will have experience working with tools that are needed during our transition from small to a large organization.

Your Responsibilities:

  • Manage vendor relationships with customer operations partners.
  • Responsible for driving KPIs, contract negotiation and ensuring solutions meet Rover’s emerging needs.
  • Serve as a systems expert to engineer cross-departmental solutions that achieve key operational results
  • Develop, implement and maintain system protocols; including outages, degradations, communication plans and change management
  • Responsible for adherence to compliance standards (PCI, SOX, GDPR, etc.)
  • Manage a small team of Application Administrators
  • Manage Corporate Applications support requests
  • Build and roll out solution-appropriate tools and drive innovation across the team
  • Proactively seek out problems and design scalable solutions to rectify those issues
  • Optimize the existing Corp Apps solution based on the business’ strategy
  • Own the solutions of Zendesk and associated tie-in SaaS systems
  • Be a key contributor to Rover’s continuing international-expansion efforts

Your Qualifications:

  • Bachelor's Degree in IT or related field or equivalent experience
  • 4+ years’ experience in a related role
  • Expertise in administering operational SaaS solutions like Zendesk, Talkdesk & Chatitive
  • Superior communication skills with both technical and non-technical team members
  • Project and program management skills, including experience launching and migrating core systems
  • Experiencing leading and developing a team including vendors
  • Extensive SaaS vendor management experience
  • Knowledgeable in contact center technologies and operations

Why we'll hire you:

  • You are a fast learner and can quickly acclimate to working with new technologies
  • You keep up with the latest technology and can identify which systems will help Rover develop new capacities and continue to scale
  • You love to help people by building better tools to make their lives easier!
  • You utilize your superior communication skills to build bridges between technical and non-technical teams, delivering the best technology solution for the business need.
  • You see how the problems of today are driving the solutions of tomorrow
  • You are self-started and self-directed
  • You have a passion to deliver the best end-user experience for Corporate Applications technologies
  • You believe in our mission as a company
  • You like to work hard, and have fun while you're doing it!

Benefits of Working at Rover.com:

  • Competitive compensation
  • 401k
  • Stock options
  • 4 weeks paid time off
  • 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)
  • Free catered lunches semi-monthly
  • Regular team activities, including happy hours, snow tubing, game nights, and more

Rover embraces diversity and opposes discrimination.
This position is based at Rover HQ in Downtown Seattle.
Candidates must be eligible to work in the US.

Read Full Job Description

Technology we use

  • Engineering
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • DjangoFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases


2101 4th Avenue, Seattle, WA 98121

What are Rover Perks + Benefits

Rover Benefits Overview

Working at Rover has a lot of benefits—and office puppies are just the start. From our home in the heart of downtown Seattle, we’ve built a close-knit team of developers, analysts, marketers, and customer support representatives, and we’re committed to growth, health, and joy across our community.

We’ll provide $1000 to help you adopt or foster a dog. And whenever you need to get away, we’ll help cover your dog’s staycation with a Rover sitter.

Health & Welfare
Taking care of yourself and your health comes first. We offer a competitive benefits package that includes medical, dental, vision, life insurance & disability coverage.

Time Off
Family and life events will always trump business. We offer 4 weeks of paid time off annually, as well as 10 paid holidays.

We offer competitive compensation as well as stock options, 401K, holiday pay, and pet assistance funds.

Parental Leave
Work shouldn't get in the way of life. That's why we offer 10 weeks of paid parental leave with up to an additional 8 weeks of short term disability pay (60%) to birth mothers.

Enjoy stocked fridges, coffee, soda, and lots of treats (for humans and dogs). We offer a company lunch two times a month for all employees.

Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Highly diverse management team
Unconscious bias training
Diversity manifesto
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Pet Friendly
Acme Co.'s pet policy is dog friendly daily, cat friendly daily.

Additional Perks + Benefits

We host a wide variety of events including happy hours, ski trips, art classes, wine tastings and more. Whatever your passion, you’ll find like-minded friends at Rover.

More Jobs at Rover15 open jobs
All Jobs
Data + Analytics
Project Mgmt