Senior Program Manager

**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.

**Who we're looking for**:

- Our Business Operations team supports our frontline agents and management team by creating game-changing improvements in process design, policy changes, improved data visualization, and enhancements to training and instructional design. The Business Operations team also champions changes to product design, marketplace management, and marketing copy that better serves our customers, and therefore our support specialists.

We are looking for a customer focused, data driven change agent who can help bring Operations’ strategic vision to life. As the Program Manager, you will lead strategic programs that elevate the customer experience for our community of sitters, owners and pets. You will sharpen workflows and policies, and integrate new tools and tech that enable our frontline. Game-changing initiatives will have your fingerprints all over them through your leadership of cross functional teams across Rover.

**Your Responsibilities**:

- Lead projects that support product features, service enhancements and evolving business lines.
- Coordinate the execution of multiple cross-functional work streams to deliver a cohesive outcome. Partners include (but are not limited to) Operations, Learning & Development, Product, Engineering, IT, Finance, International, Legal, Marketing, and our Marketplace team.
- Prioritize competing stakeholder requests and internal deliverables in a complex, fast-paced environment.
- Leverage data to inform business decisions and analyze impact.
- 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. Identifies, evaluates, and adapts complex techniques and procedures to obtain best results.
- Routinely review key milestones with senior managers and cross functional partners. Troubleshoots medium to major roadblocks and delays autonomously. Quickly raises critical blockers in conjunction with proposals for what to do next.
- Identify and track KPIs; inform stakeholders how the KPIs contribute to the performance of the team, department, and company.
- Operates with autonomy and discretion; is responsible for initiating or taking actions to resolve problems.
- Regularly influence interdepartmental policy and process and consistently partners with peers to influence cross-functionally
- Design longer and/or perpetually-running, complex market tests with interdepartmental impacts.
- Work on significant and unique issues where no current best practices exist in the market.
- Support training and onboarding of team members; mentors/coaches in career development of Project and/or Program Managers.

**Your Qualifications**:

- 6-8 years of experience driving business impacting projects and programs with a track record of customer-centric transformational growth.
- Experience creating, owning and driving improvement in operational KPIs. Demonstrates strong analytical skills and the ability to leverage data from third party operations tools (e.g. CRM and phone contact tools) to solve business problems.
- Your toolkit includes advanced excel (lookups, pivots, functions). An appetite to learn SQL in a short period of time is also needed. SQL skills at entry are preferred
- Demonstrated experience effectively partnering with diverse teams across complex organizations to drive outcomes and influence prioritization, resources, process or policy with peers to influence cross-functionally.
- Experience developing, implementing, and refining customer operations measurement methods and holding teams accountable to hitting ambi