Partner Operations Manager

This is a fully remote position, open to applicants in Florida, +5 more states.

📋 Description

• Inspire, mentor, and cultivate the skills of 8-10 individual contributors and supervisors dedicated to enhancing the customer experience at Rover, which includes managing vendor relationships with outsourcing partners and leadership teams.

• Identify opportunities for increased efficiency within the team and propose and implement necessary changes.

• Collaborate with workforce management teams at both Rover and BPO partner sites to organize, prioritize, and schedule work assignments that align with business objectives.

• Oversee queues of customer inquiries and tickets to maintain agreed-upon service levels, continually aiming to elevate those standards.

• Analyze customer interactions and pinpoint methods to enhance the customer experience, while also managing escalated customer issues and resolving them effectively.

• Communicate effectively with both internal and external stakeholders during escalations, support requests, and project implementations.

• Recognize emerging business challenges related to your role and present them in a solutions-focused manner.

• Serve as a liaison between your team and cross-functional departments within the organization to successfully implement global alignment, continuous improvement, and new initiatives.

⛳️ Requirements

• 3-5 years of experience in operations or customer experience.

• 1-2 years of experience managing or leading teams in operations or customer experience, with a bonus for experience in BPO management on either client or provider side.

• 1-2 years of experience leading projects through all phases from initiation to closure.

• Exceptional written and verbal communication skills, including the ability to draft business case proposals, project plans, business announcements, and customer-facing materials.

• Strong attention to detail.

• Familiarity with customer management tools such as Zendesk, Jira, or similar platforms.

• Proven experience utilizing data to drive strategic business decisions.

• Bachelor's degree or equivalent professional experience.

• Previous experience in a consumer technology company.

• Experience in a startup or other rapidly growing organization.

• Background in vendor management.

• Proficiency in process design and improvement.

• Willingness to travel domestically and/or internationally as required, estimated at 3-5 times per year.

• Demonstrated proficiency with one or more analytical toolkits, including Excel, Zendesk Explore, Google Sheets, and/or SQL.

🏝️ Benefits

• Competitive compensation package.

• 401k matching program.

• Long-term incentive plan that offers performance-based cash payouts.

• 4 weeks of paid time off (PTO).

• Comprehensive benefits package, including medical, dental, and vision insurance.

• Commuter benefits.

• Opportunity to bring your dog to work, with plenty of puppy time.

• Pet benefits, including $1000 towards adopting your first dog or cat.

• Stocked fridges, coffee, soda, and an abundance of treats for both humans and dogs, alongside free catered lunches each month.

• Regular team-building activities conducted both in-person and virtually.