Find your next opportunity

Senior Manager, Product (Trust and Safety Operations)



Product, Operations
Barcelona, Spain
Posted on Thursday, April 11, 2024
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, 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.
Who we’re looking for:
In this role, you are the strategic leader for enabling - and accelerating - Rover’s ability to scale our global customer operations - as well as meet and exceed our commitment to the safety of pets and people who use our marketplace. You will be responsible for leading the team that builds the product roadmap and strategy in this area, plus owns the delivery of these investments through to the end user (both internal and external) in partnership with key stakeholders across Trust & Safety, Marketplace, Fraud, and Customer Experience.
The ideal candidate for this role is an experienced product leader with prior experience operating in an online marketplace. You will be responsible for leading and developing a team of experienced product managers who work closely with internal stakeholders to identify and prioritize business opportunities at both strategic and tactical levels. You will lead the clarification of needs, pain points, policy requirements, and operational processes for the users of our product. You will set the strategic bets, the metrics to watch, and the priorities and direction for your Product team in partnership with the Director of Product.

Qualified candidates will need proven experience across five key themes:

  • Setting Vision and Strategy: Experience working with senior stakeholders to understand key business drivers and define, sequence, and execute strategic product investments that effectively move key metrics.
  • Data-driven Product Decisions: Deep expertise working with complex data to articulate key insights. Measure the impact of features, policies, and operational investments in moving key marketplace metrics as well as financial and operational metrics.
  • Servant Leadership: Experience putting the right people in the right roles - hiring, developing, and driving outcomes through senior individual contributors.
  • User centricity: Experience building great online experiences for users (including internal teams).
  • Stakeholder collaboration: In this role, success will come from an in-depth partnership with our operational leaders to get to the right solution to meet our customer needs. Demonstrated experience effectively partnering with engineering, design and analytics to drive results is also a must.

Plus we are looking for these characteristics:

  • Getting to the right answer for the business is more important than the short term answer. You lift your head up to see the big picture and use that to inform how you prioritize bets.
  • Above all, you seek the truth. You know your market, customers and competition better than anyone, and you excel at integrating this information into your strategies and making hard calls.
  • You anticipate challenges before they arise and communicate consistently and clearly with stakeholders across many functions.
  • You are highly effective at prioritizing, sequencing, and ensuring high quality execution from your team.
  • You have been a part of global teams.
  • You never hesitate to roll up your sleeves and tackle something hands-on, you persevere when others fall away.
  • You are passionate about our business. You will instinctively dig into every aspect of what it means to be a dog sitter and a dog owner on the Rover platform.

Your Qualifications:

  • 8+ years of hands-on Product management experience in the tech industry. Preferably in a two-sided marketplace.
  • 4+ years leading teams of product or technical product managers
  • Passion for measuring and driving customer acquisition, engagement, retention and operational improvements.
  • Excellent organizational and analytical skills with strong technical abilities
  • Very comfortable with SQL, Google Analytics, Tableau, Periscope, or other data visualization tools; additional experience with customer operations or CRM tools like Zendesk preferred
  • Proven ability to motivate teams to produce quality results within challenging timeframes and ongoing change
  • BS/MS/MBA in Business, Computer Science, Mathematics, Economics or a related technical field or equivalent practical experience
  • Experience bringing thoughtful and impactful product solutions to market
  • Experience leading teams through challenging prioritization decisions, creating clear and transparent frameworks that lead to well defined and impactful roadmaps
  • Experience working with remote stakeholders and engineering teams

Benefits of working at Rover:

  • Competitive compensation
  • Permanent contract
  • Pension Plan
  • Meal tickets through Cobee
  • Generous PTO Allowance
  • Private health insurance
  • Discounted Gym Membership
  • Bring your dog to work (and unlimited puppy time)
  • Monetary help for adopting a dog plus yearly credit to use on our platform
  • Flexible work hours, sometimes you’ll need to be in at certain times, but on the whole, we’re pretty flexible when it comes to managing workload and time
  • Grab snacks, fresh fruit, in our kitchen to keep yourself going
  • Regular team activities, including happy hours, game nights, and more
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.