Trust and Safety Manager, Safety and Enforcement

Rovercom   •  

Seattle, WA

5 - 7 years

Posted 269 days ago

This job is no longer available.

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.