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SeniorFull-timeRustAWSRedisAgile
Salary Range
$93,925 - $127,075 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Program Manager to join our Business Operations team at Rover. This role focuses on leading 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.
Key Responsibilities
- →Spearhead programs that elevate customer satisfaction, reduce our cost-to-serve, and improve our agents’ experience.
- →Coordinate the execution of multiple cross-functional work streams to deliver a cohesive outcome.
- →Leverage data to inform business decisions and analyze impact.
- →Develop, own, and drive efficiency and cost to serve programs that have tangible impact on metrics.
- →Narrate a strategy for ambiguous and unscoped programs; identify multiple approaches, drive alignment around the best long-term value for Rover, and build the plans to execute programs.
- →Routinely review key milestones with senior managers and cross-functional partners.
- →Prioritize competing stakeholder requests and internal deliverables in a complex, fast-paced environment.
- →Identify and track KPIs; inform stakeholders how the KPIs contribute to the performance of the team, department, and company.
- →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; mentor/coach in career development of Project and/or Program Managers.
Requirements
- ✓5+ years of experience driving business impacting projects and programs with a track record of customer-centric transformational growth.
- ✓Experience owning and driving improvement in operational KPIs.
- ✓Advanced Excel skills (lookups, pivots, functions) and an appetite to learn SQL.
- ✓Demonstrated experience effectively partnering with diverse teams across complex organizations to drive outcomes.
- ✓Experience developing, implementing, and refining customer operations measurement methods.
- ✓Clear track record of driving success in a highly quantitative environment.
- ✓Online marketplace experience and startup experience is preferred.
- ✓Highly effective at influencing intra- and interdepartmental decision-makers.
- ✓Excellent verbal and written communication skills.
- ✓Bachelor's degree (Master's degree preferred), PMP or other Project Management Certifications.
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