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Senior Business Program Manager, T&S Policy

Rover

Rover

Operations
Remote
Posted on Saturday, July 22, 2023
Who we are:
Want to make an impact? Join our pack and come work (and play!) with us.
We believe everyone deserves the unconditional love of a pet—and at Rover, our mission is to make it easier to experience that love. Founded in 2011, the Rover app and website connect dog and cat parents with loving pet sitters and dog walkers in neighborhoods across the US, Canada, and Europe. We empower our community of trusted pet sitters and dog walkers to run their own pet care businesses on Rover with the tools and security of a global company to back them.
Headquartered in Seattle, Washington, we work closely with our teams in Barcelona, London, San Antonio, Spokane and remote locations. We’ve got a reputation for being 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. We're an agile, fast-growing company, and our leadership comes from some of the world's most respected tech companies.
At Rover, our furry coworkers are just as important as our human ones—and we wouldn’t have it any other way. Along with making the joys of pet parenthood more accessible, we’re committed to fostering a diverse, inclusive, and welcoming community of pet people—and that starts with our employees.
**This role can be remote in WA, ID, TX, GA, FL, NC and MI**
Meet the team:
Rover’s Trust, Safety and Operations organization is the voice of Rover to our North American customers. We are the experts at helping both pet parents and care providers succeed on our platform–by assisting with everyday requests, like helping to update a profile, as well as standing by ready to help 24/7 in the rare case that something goes wrong. We are working every day to improve our efficiency, effectiveness and empathy in solving customer issues.
Who we are looking for:
As the Senior Business Program Manager for Trust & Safety Policy, you will use your experience in the Trust & Safety space to evolve the policies, operational guidelines, and detection mechanisms that keep the Rover community safe. You will be responsible for evaluating current opportunity areas and driving maturity of policies and prevention practices to new industry-leading standards. At Rover, we work tirelessly to keep people and pets safe, and you will partner cross-functionally with other leaders across the business to bring our risk mitigation and policy vision to life.
The ideal candidate for this opportunity to join the Rover T&S team loves to serve both their community and their partners. They thrive in a fast-paced environment, act quickly to identify and improve key metrics, and prioritize ruthlessly using all the available data to make sure Rover is going after high-impact policy challenges. If you revel in ambiguous operating environments, reducing customer and operational risk, and developing user and product safety policy, this role may be for you.

Your Responsibilities:

  • Identify and address policy maturity gaps. Taking a policy-first approach means developing and maturing robust policies to ensure risks, processes, and customer expectations are defined and paired with effective operational guidance as well as detection and enforcement mechanisms.
  • Craft and lead an evolving set of high-priority risk and policy initiatives across multiple functional areas that elevate customer satisfaction and reduce risk to our community. These risks can include people and pet harm/crisis situations.
  • Build a holistic roadmap and coordinate the execution of multiple cross-functional work streams to deliver a cohesive outcome. Partners include but are not limited to Operations teams (CX, Trust & Safety, and Fraud & Customer Success, Learning & Development departments), as well as other departments such as Product, Engineering, IT, Finance, International, Legal, Marketing, and our Marketplace team.
  • Leverage data to inform policy decisions and analyze impact.
  • Effectively decompose strategic goals into program strategy, operations work streams and outcomes. Executes to deliver results and prioritizes competing stakeholder requests and internal deliverables in a complex, fast-paced environment. Identify and track KPIs. Narrate a strategy for ambiguous and unscoped programs; identifies multiple approaches, drives alignment around the best long-term value for Rover, and builds the plans to execute programs.
  • Support training and onboarding of team members; mentors/coaches in career development of Project and/or Program Managers.

Qualifications:

  • 8+ years of experience driving product and user policy projects and programs with a track record of customer-centric transformational improvements. Experience owning and driving improvement in risk mitigation and policy KPIs.
  • Demonstrated strong analytical skills and the ability to leverage complex data sets to independently solve business problems.
  • Demonstrated experience effectively partnering with diverse teams across Operations, Analytics, PR/Marketing, & Product to drive outcomes.
  • Experience developing, implementing, and refining (product and user) policies and operational guidelines. Excellent verbal and written communication skills.
  • Two-sided marketplace experience is preferred.
  • Bachelor's degree (Master's degree preferred).

Compensation:

  • In the greater Seattle area the first-year salary range is $129,139 - $171,755. In Washington State outside of the greater Seattle area, the first-year salary range is $117,399 - 156,141. Additionally, Rover offers equity (RSU’s) and benefits to full time employees.
  • The cash compensation offered for this role will be dependent on the candidate's experience, qualifications, skills, and abilities as demonstrated in the interview and hiring process.

Benefits of working at Rover:

  • Competitive compensation
  • 401k match
  • Company equity (RSUs)
  • Flexible PTO
  • 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) and free catered lunches semi-monthly
  • Regular team activities, including happy hours, snow tubing, game nights, and more (performed in-person and virtually)
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.
We are committed to work with you to look for reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.