Partner Operations Manager

Who We Are: At Rover, pets and their people are at the heart of everything we do. , Canada, Europe, and Australia. Headquartered in Seattle and Barcelona, we’re a values driven, fast-growing tech company focused on building safe and personalized experiences tailored to the needs of each unique pet.

We’re investing in AI as a business accelerator and provide every team member access to AI tools in service of creating better experiences for our community. We are proud to be recognized as a great place to work, having been named among the 100 Best Companies to Work For in Seattle Business Magazine and Washington’s Best Workplaces in the Puget Sound Business Journal.

At Rover we’re committed to creating an accessible, inclusive, and welcoming community, which starts with our employees. Want to make an impact? ) with us.

Who We're Looking For: Rover’s Partner Operations Managers operate in a fast-paced, agile startup environment and are responsible for ensuring pet parents and pet caregivers receive world class customer service by coaching and scaling a multi-leveled customer experience team through a strategic partnership across multiple global locations.

We are looking for a strategic and analytically-minded leader to take customer support to the next level. Your work will directly shape the trajectory of the customer experience at Rover, all within a vibrant, pet-friendly, later-stage company environment.

The ideal candidate will have experience that is two-fold - managing customer experience teams with a global BPO partner and balancing those functions with project management duties related to the team and its roadmap. Your passion for team leadership is only surpassed by your passion for the customer.

You will motivate, coach and develop your internal and external teams to exceed performance goals, while also empowering them to advocate for the end user. You are someone who has demonstrated tremendous adaptability in a fast-paced environment; you thrive on a team that operates in terms of days, not weeks. You are analytically minded, and know that if you can’t measure it you can’t optimize it.

You are comfortable creating and analyzing reports, then making data-driven decisions to improve both business efficiencies and customer experience through both optimization and continuous improvement. FInally, you are able to easily context-switch between executing in the now and strategizing for the future.

You will be expected to plan and staff the customer support function as it evolves, supporting multiple channels and achieving success through other leadership teams and partners.