Project Manager, 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're looking for:
We're looking for a Project Manager to join Rover’s Operations Scalability and Efficiency team. You'll be directly responsible for identifying and driving initiatives that improve efficiency and reduce operating cost on the platform, while never losing sight of quality experience for the customer and agents. Your projects will support efficiencies in the core frontline operations teams: Customer Experience, Trust & Safety, Sitter Success, and Fraud. You'll succeed in this role if you excel at: thinking beyond the norm, pushing the status quo, and using data to identify areas of opportunity; driving complex projects to success; communicating with varied audiences across the organization; and acting with a balance of urgency and patience.

Your Responsibilities

  • Pair with Senior Project Manager and Senior Data Analysis to define and answer complex business questions and present actionable findings, such as optimizing agent efficiency, developing methodology
  • Identifying and driving initiatives across key performance areas
  • Prepare and communicate project performance, cost, and status reports.
  • Test, improve and implement processes and workflows that will increase safety and reduce financial risk on the platform.
  • Perform ad hoc investigations to quickly determine cost/return on investment.
  • Experience with multi-tasking in a constantly evolving fast paced technology environment.
  • Work closely with Product and Technology teams in implementing tools and partnerships that will reduce handle time of contacts and decrease cost-per-contact.
  • Improve efficiencies across the Operations ecosystem, by identifying, targeting, and tracking workflows across various groups.
  • Work cross-functionally with teams in Enforcement, Marketing, Product, CX and data engineering to leverage insights, create excellent customer experiences, and execute on projects.
  • Mentor and develop team members

Your Qualifications

  • BA/BS degree; MBA or other advanced degree a plus
  • 7+ years experience in operations - marketplace and/or on-demand business experience preferred
  • 5+ years of project management experience
  • Strong decision-making skills and ability to work autonomously in a shifting and sometimes ambiguous environment
  • Experienced in giving actionable feedback and coaching, and welcoming of the same
  • Experience with agile, lean or similar methodology preferred
  • Understand the product development cycle and apply its concepts to creating tools and workflows for our team
  • Experience working with CRM functionality or Customer Service ticketing systems.
  • Strong data analysis skills, including defining key data points, gathering them and providing actionable next steps
  • Excel at time management and organization, including ability to multiple projects and communicate effectively with stakeholders
  • SQL recommended; willingness to continue to learn SQL required
  • Experience with data visualization tools
  • Ability to take abstractly defined problems and work with data to drive decisions
  • You get the question behind the question, and take nothing at face value.
  • You are driven to find solutions and novel approaches.
  • Excellent verbal & written communication skills.
  • You present results in a consumable, actionable way.

Your Bonus Skills

  • Prior experience scaling an organization
  • Experience developing roadmaps
  • PMP Certification or like qualifications

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 (Seattle only - for now!)

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

Location

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.

Dogs
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.

Compensation
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.

Treats
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.

Culture
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
Diversity
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
401(K)
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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