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Customer Experience Manager
hace 2 semanas
**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.
Our Customer Experience Manager is responsible for ensuring pet parents and pet sitters/walkers receive astonishingly great service by developing a fast-paced, multi-leveled support team. In this role, you’ll be responsible for leading a team of Managers, Supervisors and their respective teams to exceed service levels and performance goals, drive process improvements that scale in a hyper-growth environment, cultivate a customer focused culture, and ensure contact center best practices are implemented. This position will report to the Director of Operations for Europe.
**Your Responsibilities**:
- Lead and be responsible for a team of supervisors and their respective teams that solve problems experienced by customers.
- Develop goals and performance metrics for the team, as well as ensure that are exceeded on a consistent basis. Examples can include quality and productivity metrics, agreed upon service levels, and customer satisfaction scores.
- Hire, coach, and develop customer-obsessed frontline team members and managers.
- Manage the relationship and performance of our BPO (business process outsource) partners
- Identify processes and workflows requiring scalability and efficiency improvements, drive a culture of continuous improvement and partner with an Operational Excellence team to help inform prioritization.
- Use data to derive actionable insights that improve overall customer experience, and work with the Operational Excellence Team to explore and size hypotheses and new opportunities.
- Help operationally scale Rover’s customer support function across several focus areas. Execute in a way that ensures under/over staffing is managed in a way that maximizes efficiency and quality.
- Work cross-functionally to create a seamless customer experience with Rover.
- Respond to escalated customer issues and inquiries.
**Your Qualifications**:
- 5+ years of experience in customer support, operations and/or contact center operations.
- 5+ years of people management experience; past experience managing managers preferred.
- Prior experience managing a relationship with a BPO
- Prior experience with Zendesk preferred but not essential
- Familiarity with capacity planning, workforce management, and contact center scheduling and “shrinkage” management.
- Strong organizational and time management skills required; data analysis experience preferred.
- Familiarity with two-sided marketplaces and/or “shared economy” business models preferred.
- Bachelor’s degree, Masters preferred.
Please submit your CV in english
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.
