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:

We're looking for a Manager, Workforce Optimization to join our Operations team. As Manager for Workforce Optimization, you will be responsible for providing leadership for the workforce and Operations financial planning functions. This leader will drive workforce optimization and enterprise operational efficiency through implementation of best in class workforce planning processes that support Rover’s call center and other strategic initiatives. Oversees and leads the administration of forecasting and staffing plans for all Operations employees. This leader will also be responsible for managing the production activities and needed to satisfy or exceed Rover’s expectations from both a relationship and SLA perspective.

Your Responsibilities

• Oversee and lead the administration of forecasting and staffing plans for Rover Operations.
• Refine workforce strategies and plans to meet changing business needs
• Advance the Rover’s Operations strategic workforce planning strategy, methodologies and tactics to support the efficient and cost-effective delivery of Rover’s business strategy
• Provide strategic thought leadership and drive continuous improvement to advance workforce planning capabilities
• Ensure maximum utilization of existing technologies to support efficient traffic distribution and utilization of staff
• Proactively identify, analyze, remediate or modify operational process changes, excess capacity, defects in workforce models and forecasts to deliver best in class workforce plans in collaboration with key stakeholders. This requires constant engagement with operational leaders and vendor management to report on performance and proactively recommend improvements as well as collaborate with Finance to report on adherence to forecast.
• Leverage data and financial analysis, workforce models and innovation to inform, advise, problem solve and influence decisions and outcomes that align the strategic priorities
• Lead and advance the value and impact of the team accountable for ensuring that all programs and tools drive and support operational excellence
• Drive the implementation of technology solutions and tools that deliver accurate, timely solutions
• Ensure timely, accurate and actionable information is communicated to senior operations leaders and other key stakeholders to increase operating efficiencies and reduce overall operating costs
• When needed, hire, coach, develop, and engage a diverse, high-performing leadership team and workforce aligned with Rover’s cultural values
• Drive performance of the Workforce Management team to the highest level, creating a culture of accountability and execution
• Providing input to senior leadership to support BPO vendor performance assessments and improvement initiatives
• Review Operations performance and costs / benefits / risks

Your Skills

• Bachelor’s Degree, MBA is a plus
• 5+ years of relevant work experience, preferably in a customer-centric industry, with emphasis on operations, workforce planning, forecasting and related WFM technologies
• 3+ years of increasingly responsible leadership experience in a dynamic, financial performance-oriented environment
• Experience in leading international, complex, multi-disciplinary projects 
• Experience preparing and reviewing KPIs and SOWs
• Excellent interpersonal and communication skills, with the ability and confidence to liaise with senior level management and quickly form working relationships, gain credibility and influence solutions at different levels
• Experience managing multiple projects, resolving conflicting requests, meeting changing requirements and priorities, and meeting deadlines and budgets
• Strong financial and business acumen and proven ability to develop strategies that drive transformational change contributing to increased performance
• Demonstrated ability to synthesize and analyze relevant data and information to make informed recommendations and influence business outcome
• Strong verbal, written and interpersonal skills and the proven ability to build relationships, lead and influence at all levels of the organization
• Demonstrated track record of hiring the right talent, developing and engaging a diverse and high-performing leadership team, succession management, managing performance and driving a culture of accountability.
• Strong analytical, project management, and process management skills

Rover is an equal opportunity employer committed to promoting a diverse, inclusive and inventive environment with the best employees. We’re driven by seeing our people succeed and grow, and we work to ensure everyone contributes to their fullest potential. We consider all qualified applicants without regard to age, race, color, ancestry, national origin, religion, disability, protected veteran status, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable laws, regulations and ordinances. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.