Director of Global Customer Experience

**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.

**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.
- 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