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Senior Program Manager, Process Optimization
Company | Rover.com |
Address | Seattle, WA, United States |
Employment type | FULL_TIME |
Salary | |
Category | Transportation, Logistics, Supply Chain and Storage |
Expires | 2023-07-16 |
Posted at | 11 months ago |
Who we are:
- Develop, launch, and iterate scalable policies, guidelines, community standards and processes that help make the Rover community safer, more trustworthy, and more efficient.
- Lead process improvement, program management, operational excellence, statistical tools, and problem solving.
- Ensures we can strategically scale by leveraging technology, in-house, and outsourced resources to solve customer problems
- Routinely review key milestones with senior leaders. Troubleshoots major roadblocks and delays autonomously
- Identify opportunities to improve current processes and policies in order to increase operational efficiency, customer satisfaction and reduce the risk exposure.
- Builds trust across the organization by building strong working relationships and delivering results. Partner with product, analytics, finance and marketing to identify strategic opportunities and deliver on key cross-functional initiatives
- Understand Rover’s strategic goals and establish Operations goals and metrics that align
- Build a roadmap, prioritizes and coordinates various cross-functional teams
- Engage in strategic business narratives with various stakeholders. Provide thought leadership for the adoption of emerging CX and Safety tools
- Trust & Safety or Policy experience is preferred
- Experience owning and driving significant improvement in operational KPIs. Demonstrates strong analytical ability and can leverage data from third-party operations tools (CRM and phone contact tools) to solve business problems
- Experience developing, implementing, and refining customer operations measurement methods and holding self and teams accountable to ambitious customer experience and quality goals
- 5-7 years of Program Management and/or Continuous Improvement experience
- Clear track record of driving success in a highly quantitative environment
- Online marketplace experience and startup experience is preferred
- Demonstrated experience effectively partnering with diverse teams across complex organizations to drive outcomes
- Stocked fridges, coffee, soda, and lots of treats (for humans and dogs) and free catered lunches semi-monthly
- 401k
- Doggy benefits, including $1000 toward adopting your first dog
- Regular team activities performed in-person and virtually
- Competitive benefits package, including medical, dental, and vision insurance
- Company equity
- Flexible PTO
- Commuter benefits
- Bring your dog to work (and unlimited puppy time)
- Competitive compensation
- In the greater Seattle area the first-year salary range is $91,485 - $117,902. In Washington State outside of the greater Seattle area the first-year salary range is $90,654 - $116,830. Additionally, Rover offers equity (RSU’s) and benefits to all 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
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