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Director of Business Operations

| 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 are looking for:
The Director of Business Operations will lead a team to effectively and efficiently scale during this period of hyper growth. In this role, you’ll manage a team to deliver outstanding safety and service outcomes in a cost effective and scalable way. You will coach and develop this team to internalize how their work impacts broader Rover business goals. The Business Operations team has three main areas of focus across the Customer Experience and Safety & Enforcement teams:
1. Operations Scalability - improve our effectiveness and cost-to-serve through product innovation, reimagining and reengineering existing processes, driving quality improvement, and implementing technology solutions.
2. Operations Training and Content - Implement tools and processes that can scale our best-in-class team to train & support our growing number of frontline agents. This includes reinventing delivery methods at scale, content management & innovation, evaluation and integration of new platforms, and third-party technology tools for sitter/owner self-service.
3. Planning (Forecasting and Workforce Management) - Oversee Operations forecasting to ensure the Customer Experience and Safety & Enforcement teams are resourced to provide a safe experience with world class service. Includes sourcing and implementing a workforce management tool, refining existing forecasting tools and inputs, and managing department budget and strategic investment planning.
The ideal candidate is one that lives to serve customers and their team. They will thrive in a fast-paced environment, act quickly to identify and improve key metrics, and solve high-impact business problems. This position requires that a person savor ambiguous operating environments and adapting to change. If you have a voracious appetite for interacting with data to solve problems, enjoy partnering with numerous organizational stakeholders, and you savor delivering crazy outstanding outcomes, this role may be for you. This is a high visibility role, responsible for creating alignment across the business and spending time updating the executive team. As such, the ideal candidate has strong communications skills, is a proven transformational change agent, thought leader, and has a desire to be in a key strategic position.

Your Responsibilities:

  • Inspire, recruit, and develop the team to build the industry’s strongest business operations organization.
  • Performance metrics are your heartbeat. Directly own and drive efficiency and cost to serve metrics. Lead the evolution of those metrics to meet emerging needs as our business scales.
  • Effectively decompose ambiguous strategic goals into customer operations outcomes and ensure the team understands and executes to deliver results.
  • Build an outstanding performance culture. Effectively manage and scale a multi-layered, high-performance team to ensure we operate with excellence at every level.
  • Engage in the strategic Rover business narratives. Be the thought leader and evangelist for how business operations can engage in and drive broader organizational goals. Provide thought leadership for adoption of emerging CX and Safety & Enforcement tools.
  • Build trust across the organization by building strong working relationships and delivering results. Partner with product and analytics to identify strategic customer experience opportunities and deliver on key cross-functional initiatives.
  • Ensure we can strategically scale by leveraging technology, in-house, and outsourced resources to solve customer problems.
  • And of course the happiest customer contact is one that doesn’t need to contact Rover. You will play a leading role in leveraging data to identify contact trends and recommending solutions that prevent customers from needing to contact us in the first place.

Your Qualifications:

  • 10+ years building and leading high-performing product, business, or operations teams with a track record of transformational growth with an efficiency lens.
  • Experience owning and driving significant improvement in operational KPIs. Demonstrates strong analytical ability and the ability to leverage data from third party operations tools (CRM and phone contact tools) to solve business problems.
  • Demonstrated experience effectively partnering with senior leaders and diverse teams across complex organizations to drive outcomes.
  • Experience developing, implementing, and refining customer operations measurement methods and holding team accountable to hitting ambitious cost to serve and customer satisfaction goals.
  • Clear track record of driving success in a highly quantitative environments.
  • Online marketplace experience and startup experience strongly preferred.
  • Experience taking businesses international a major plus.

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
  • 50 free dog walks a year

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.

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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.

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