$80K - $100K(Ladders Estimates)
Seattle, WA 98160
Industry: Retail & Consumer Goods•
Less than 5 years
Posted 46 days ago
The ideal candidate is one that thrives in a fast-paced environment, has a strong sense of urgency, and acts quickly to improve key metrics when things don't go as planned. This person has a voracious appetite for interacting with data to solve problems and drive critical outcomes. They are an innovative and compelling change leader, and they communicate clearly to bring people along, and ensure alignment and effective execution. This person also has a deep commitment to servant leadership, responsible for developing the team's future leaders and growing Rover's company culture for both in-house and remote workforces.
The ideal candidate is one that thrives in a fast-paced environment, has a strong sense of urgency, and acts quickly to improve key metrics when things don't go as planned. This person has a voracious appetite for interacting with data to solve problems and drive critical outcomes. They are organized, communicate clearly, and effectively manage change. They hold themselves and others accountable, driving alignment and consistently executing to plan. This person is deeply committed to our company culture and will also have a deep commitment to servant leadership, as they will be responsible for the company culture of both in-house and remote workforces.
Lead and inspire an internal team of operations specialists tasked with supporting our business partners with all customer interactions; proactively identify and eliminate roadblocks to reduce points of friction
Facilitate resolution of escalated customer issues with appropriate urgency, care and business acumen; effectively develop this skill set in the next generation of leaders
Ensure our business partners consistently achieve all performance targets, to provide a high level of service to all customers. Examples include quality and productivity metrics, agreed-upon service levels, and customer satisfaction scores
Acts as a subject matter expert on Rover's products and services, policies, processes and workflows; proactively identify opportunities to drive operational efficiencies
Leverage data, analysis and reporting to derive actionable insights to improve our overall customer experience and build voice of customer, including proactively exploring and sizing hypotheses and new opportunities
3-5 years of experience in customer support, operations and/or contact center operations
1-2 years experience leading teams in operations or customer experience
Data driven and analytical; familiarity with capacity planning, workforce management, contact center scheduling and "shrinkage" management, as well as the drive to question processes and make impactful optimizations
Vendor management experience is critical; strong preference given to individuals who can demonstrate successfully managing BPOs to aggressive goal metrics, while enhancing customer experience
Prior experience with support channels including phone, chat, text message and email required; prior experience with Zendesk and Talkdesk preferred
Strong organizational and time management skills, especially in fast-changing, high-growth situations; demonstrated ability to remain calm and effective under pressure
Familiarity with two-sided marketplaces and/or "shared economy" business model is preferred
Requires some international travel.
Valid Through: 2019-10-30