Trust and Safety Manager, Safety and Enforcement

5 - 7 years experience  • 

Salary depends on experience
Posted on 03/21/18
Seattle, WA
5 - 7 years experience
Salary depends on experience
Posted on 03/21/18

The Manager, Trust and Safety. In this role, you’ll lead a team of front line agents/supervisors 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 individual will exemplify drive, passion, and empathy to establish a deeper emotional and better aligned relationship with Rover sitters. Will thrive in an environment that is fast paced, enjoy tackling problems, and can identify ways to improve customer satisfaction metrics. 

Your Responsibilities:

    • Lead and inspire a team of front line specialized agents that solves problems experienced by customers during stays.
    • Set and communicate team goals and metrics, and ensure those targets are achieved on a consistent basis.  Flavors of goals for this organization will include agent working time, cost per claim, and user satisfaction.
    • Optimize workflow processes to enable the team to scale efficiently as Rover grows.
    • Utilizes data to derive actionable insights that improve customer experience and drive team performance.
    • Drive team development and morale, both in-office and with remote team members.
    • Mitigate high crisis incidents that pose a risk to company brand through de-escalation tactics.
    • In partnership with the Director and management team, assess team performance, employee morale and well-being, compensation needs, career development, and leadership development.  Drive appropriate solutions in these areas.
    • Partner with business leadership to identify opportunities to attract, develop and retain agents to achieve their fullest potential.
    • Advocates for and drives qualitative and quantitative research to develop key insights and recommend actions to enhance safety strategies.
    • Measures and reports on business metric impact of safety products/services/programs to team leadership and key organizational stakeholders.

Your Qualifications:

    • 5+ years of people management experience.
    • Prior experience with CRM tool, such as Zendesk, Talkdesk, or similar.
    • Prior experience with managing internal and remote employees
    • Experience driving capacity planning, workforce management, and contact center scheduling.
    • Demonstrated history of making critical judgment calls based on complex information and difficult tradeoffs.
    • Strong data analysis with ability to present data and make recommendations to influence organization to key outcomes.
    • Proven organizational, detail orientation and time management skills required.
    • Reputation for being a good leader and strategic partner to clients.
    • Strong written and oral communication skills.
    • Able to handle confidential information in a mature and professional manner.
    • Ability to manage multiple projects to closure.
    • Basic knowledge of SQL or willingness to learn
    • Excellent negotiation and influence skills. 
    • Action-orientation with demonstrated ability to build cross-organizational relationships, and influence internal stakeholders to align on a vision and strategic initiatives.
    • Ability to leverage customer feedback, research data and business metrics to continually evaluate current products/programs and champion continuous improvement.
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