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Director of Customer Experience

Rover

Rover

Customer Service, Sales & Business Development
Barcelona, Spain
Posted on Wednesday, May 22, 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:
We seek a highly experienced Director of Global Customer Experience & Support, to join our Trust, Safety and Operations department. In this role, you’ll lead a fast-growing, global team of in-house front line operations and customer service managers located in Barcelona and USA and our BPO teams, located in Costa Rica and Philippines with an aim to deliver outstanding service results across all our existing markets in a cost-effective and scalable way. You will coach and develop this team to understand how their work impacts broader Rover business goals. You will drive customer-focused process design and workflow improvements by partnering with the Strategy and Operational Excellence team and Global Trust and Safety team to ensure our customers get the right resolution at the right cost over a multi-year horizon.
The ideal candidate is one that lives to serve customers and their team. They will thrive in a fast-paced environment, act quickly to identify, implement and improve key metrics, and solve high-impact business problems. This position requires that a person love ambiguous operating environments and adapting to change. If you have a voracious appetite for interacting with data to solve problems, enjoy partnering with numerous organizational stakeholders, and live to deliver outstanding results, this role may be for you.
This is a high visibility role, responsible for creating alignment across the business and playing a critical role in the Trust & Safety Operations leadership team. As such, the ideal candidate has strong communication skills, is a proven thought leader, and has a desire to be in a key strategic position.

How you will contribute to Rover:

  • Performance metrics are your heartbeat. Directly own and drive customer satisfaction and cost-per-contact metrics. Lead the evolution of those metrics to meet emerging needs as our business scales in different markets.
  • Effectively decompose ambiguous strategic goals into customer operations outcomes and ensure the team understands the “why” and executes to deliver results.
  • Build an outstanding performance culture. Effectively manage and scale multi-layered, multi-lingual, high-performance in-house and BPO teams to ensure we operate with excellence at every level.
  • Build trust across the organization by building strong working relationships and delivering results. Partner with strategy and operations excellence team to identify strategic customer experience opportunities and deliver on key cross-functional initiatives.
  • Ensure we can strategically scale across multiple markets in varied stages of growth by leveraging technology, in-house, and outsourced resources to solve customer problems. Help emerging business units and markets evolve from subscale to scale by balancing support expectations with cost.
  • Inspire, recruit, and continue to develop our team to build the industry’s strongest customer experience organization.
  • And of course the happiest customer contact is one that doesn’t need to contact Rover. You will play a leading role in leveraging data to identify contact trends and recommending solutions that prevent customers from needing to contact us in the first place and synthesize these customer insights to inform product and marketing roadmaps.

Your Qualifications:

  • 10+ years of building and directly managing high-performing multi-lingual front-line customer operations teams, both in-house and outsourced, with last 5+ years in managing managers and managers of managers
  • Experience owning and driving significant improvement in operational OKRs/KPIs. Demonstrates strong analytical ability and the ability to leverage data to solve business problems.
  • Demonstrated experience effectively partnering with senior leaders and diverse teams across several offices to drive results.
  • Experience developing, implementing, and refining customer operations measurement methods and holding the team accountable to hitting customer satisfaction and Cost to Serve goals.
  • Clear track record of driving success in highly quantitative environments.
  • Online marketplace experience and high growth experience are strongly preferred.
  • Fluent in English. Additional European languages (e.g., French, Spanish, German) is a major plus.

Benefits of Working at Rover.com

  • 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.