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 Senior Program Manager to join our Operations team. As a Senior Program Manager on the operations team, you will drive complex programs to scale Rover’s operations that focus on driving improvements in customer satisfaction and efficiency. You will tackle broad, ambiguous questions that have an impact across Rover’s operations teams and, often, the entire company, and our customers. You think strategically and can own a problem end to end. Key areas of investment could include: piloting new customer-facing programs, testing new operational models, finding opportunities for automation, and more. You will foster continuous improvement, providing thought leadership to and influencing change at all levels in the organization. You understand the importance of ruthlessly prioritizing tasks and meeting deadlines. You hold yourself accountable to deliverables and communicate if timeline shifts. 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

• Responsible for implementing and iterating standard processes. 
• Foster a culture of continuous improvement, providing thought leadership to and influencing change at all levels in the organization.
• Work closely with stakeholders to identify business needs and deliver on commitments.
• Enable effective decision making by compiling data from multiple sources and translating details in a digestible and actionable format.
• Defines 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 program performance, cost, and status reports.
• Perform ad hoc investigations to quickly determine cost/return on investment.
• Experience with multi-tasking in a constantly evolving fast paced technology closely with Product and Technology teams in implementing tools and partnerships that will reduce handle time of contacts and decrease cost-per-contact.
• Work cross-functionally with teams in Enforcement, Marketing, Product, CX and data engineering to leverage insights, create excellent customer.
• Mentor and develop team members
• May have direct reports

Your Qualifications

• 5+ years of program management experience
• BA/BS degree; MBA or other advanced degree a plus
• 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.
• Experienced in giving actionable feedback and coaching, and welcoming of the same.
• Experience with agile, lean or similar methodology preferred
• 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

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 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.