Partner Operations Manager

🕒 vor 28 Tagen

🐊 Florida, Idaho, +4 weitere Bundesländer – Remote

🐊 Florida – Remote 🥔 Idaho – Remote 🌲 North Carolina – Remote 🚗 Michigan – Remote 🤠 Texas – Remote ☕ Washington – Remote

💵 $76.301 - $98.333 / Jahr

⏰ Vollzeit

🟡 Mittelstufe

🟠 Senior

⚙️ Operations

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Rover.com

WebsiteLinkedInAlle Stellen

201 - 500 Mitarbeiter

Gegründet 2011

👥 B2C

🏪 Marktplatz

🧘 Wellness

B2C • Marketplace • Wellness

Rover. com ist eine Online-Plattform, die Tierbesitzer mit Tiersittern, Gassigehern und Trainern verbindet. Die Plattform bietet eine Vielzahl von Dienstleistungen an, darunter Hundeunterbringung, Haussitting, Drop-in-Besuche, Gassi gehen, Hundetagesbetreuung und individuelles Hundetraining. Rover. com gewährleistet die Sicherheit und Zufriedenheit von Haustieren und ihren Besitzern, indem es Dienstleistungen mit einer Garantie und 24/7 Support anbietet. Tierbesitzer können vertrauenswürdige Sitter und Gassigeher buchen, die dafür sorgen, dass Haustiere in einer liebevollen und sicheren Umgebung betreut werden, alles über eine benutzerfreundliche App mit sicheren Zahlungsoptionen.

Beschreibung

• Motivate, coach, and develop 8-10 professional individual contributors and supervisors who support the customer experience at Rover, including vendor management of outsourcing partners and leadership teams. • Identify areas of efficiency opportunity within the team and can recommend and implement changes as needed. • Partners with workforce management at both Rover and BPO partner sites teams to organize, prioritize and schedule work assignments to meet business needs. • Manage queues of customer requests and tickets to agreed-upon service levels, and strive to raise the bar higher. • Review customer contacts and identify ways to improve the customer experience, as well as own escalated customer contacts and resolve them. • Communicates with internal and external stakeholders effectively during escalations, support requests, and project execution. • Identifies emerging business problems related to their job function and presents them in a solutions-oriented format. • Act as a liaison between your team and cross-functional groups within the organization to successfully launch global alignment, continuous improvement, and new initiatives.

🎯 Anforderungen

• 3-5 years experience working in operations or customer experience • 1-2 years experience managing or leading teams in operations or customer experience - bonus for BPO management on client and/or provider side • 1-2 years experience leading projects including all phases from initiation to close • Excellent written and verbal communication skills, including writing business case proposals and project plans as well as business announcements and customer-facing content • Very high attention to detail • Experience with Zendesk, Jira, or similar customer management tools • Experience using data to make strategic business decisions • Bachelor's degree or equivalent experience • Experience at a consumer technology company • Experience at a startup or other fast-growth company • Experience in vendor management • Experience with process design and improvement • Ability to travel domestically and/or internationally as needed - estimated 3-5 times per year • Demonstrated competency with one or more analytical toolkits, including Excel, Zendesk Explore, Google Sheets, and / or SQL

🏖️ Vorteile

• Competitive compensation • 401k match • Long-term incentive plan with a company performance-based cash payout • 4 weeks PTO • Competitive benefits package, including medical, dental, and vision insurance • Commuter benefits • Bring your dog to work (and unlimited puppy time) • Pet benefits, including $1000 toward adopting your first dog or cat • Stocked fridges, coffee, soda, and lots of treats (for humans and dogs) and free catered lunches monthly • Regular team activities performed in-person and virtually