Rover.com is hiring a
Director of Global Customer Experience & Support

Summary

The job involves leading a global customer experience and support team to deliver outstanding service results, partnering with the Strategy and Operational Excellence team, and ensuring customer satisfaction and cost-per-contact metrics. The ideal candidate has 10+ years of experience in building and managing high-performing multi-lingual front-line customer operations teams, last 5+ years in managing managers and managers of managers, and online marketplace and high growth experience is preferred.

Requirements

• 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
• 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

Responsibilities

• 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
• Deliver outstanding service results across all our existing markets in a cost-effective and scalable way

Preferred Qualifications

Online marketplace experience and high growth experience are strongly preferred

Benefits

• 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