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Resolutions Manager I

Rover.com, Spokane

See jobs at Rover.com

Duration: Full-Time


Who we are:

Rover.com connects pet parents with the world’s largest network of pet sitters and dog walkers. On Rover, pet parents can easily discover, book, and manage personalized care for their dogs including pet sitting, dog walking, and doggy daycare. Founded in 2011 on the belief that everyone should have the opportunity to experience the unconditional love of a dog, Rover improves and simplifies life for pet parents and the pets they love.

Our global headquarters are in Seattle, Washington in the United States, working closely with our teams in Spokane and Barcelona. We have a track record of being recognized as a great place to work, having been named among Seattle's 'Best Places to Work' in Seattle Business Magazine and the Puget Sound Business Journal for three years running. We're an agile, fast-growing company, and our leadership comes from some of the world's most respected tech companies. Our pioneering approach to people and pups alike landed us on the list of GeekWire’s Next Tech Titan in 2019 and the World's Most Innovative Companies in 2018 by Fast Company. Needless to say (but we're going to say it anyway)—we love dogs, and we wouldn't dream of going to work without them by our sides.

Who we're looking for:

Rover’s Resolutions Team is responsible for supporting Rover's reputation by providing excellent customer care through prevention and problem resolution of issues that pose a risk to the company. The resolutions team works to support users in challenging or sensitive situations. Beyond supporting our users, our work also includes investigations, claims management, risk, and the application and enforcement of Rover’s terms of service. 

We're looking for a Resolutions Manager I to join our Resolutions team. Our team is responsible for resolving our most sensitive or escalated customer contacts, connecting with customers on our social media platforms, and meticulous processing of claims through our Rover Guarantee. In this role, you’ll oversee agents within the team to exceed service levels and performance goals, drive process improvements that scale in a growth-focused environment, cultivate a customer-focused culture, and ensure contact center best practices are implemented. You’ll support proactive strategic planning, as well as preparing communications needed for reactive responses across a variety of channels. 

The position requires effective communications experience with escalations in social and digital media, consumer, business and tech press. This person will also need to have a proven track record of collaboration across a number of internal teams and subject matter experts, as well as experience counseling and presenting to leadership. 

Your Responsibilities:

  • Lead and inspire a team of front line specialized agents across multiple work types that solve problems experienced by customers during stays. 
  • 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.
  • Propose optimizing 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 management team, assess team performance, employee morale and well-being, compensation needs, career development, and leadership development.  Help drive appropriate solutions in these areas.
  • 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.
  • Explores and reports on the business metric impact of safety products/services/programs to team leadership and key organizational stakeholders.
  • Defining and executing on communications strategies for incidents that have significant corporate and/or product brand impact.
  • Partnering with teams including customer service, social media, legal, PR, marketing, etc. across the company to develop and mature response communications processes and procedures.

Your Qualifications:

  • 1-2 years of people management experience leading a team of 8+.
  • Any of the following: Veterinary or Animal Health experience, Insurance Industry/Claim experience, Public relations/communication experience and/or Experience with social media monitoring and response
  • Demonstrated history of making critical judgment calls based on complex information and difficult tradeoffs.
  • Ability to present data and make recommendations to influence the organization to key outcomes.
  • Proven organizational, detail orientation and time management skills required.
  • 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
  • Ability to leverage customer feedback, research data and business metrics to continually evaluate current products/programs and champion continuous improvement.
  • Well-versed in media relations best practices and a proven track record of successfully dealing with complex, strategic, communications challenges.

Bonus Skills

  • Prior experience with CRM tool, such as Zendesk, Talkdesk, or similar.
  • Prior experience with managing remote employees.

Benefits:

  • Competitive compensation
  • 401k
  • Stock options
  • 4 weeks paid time off
  • Competitive benefits package, including medical, dental, and vision insurance
  • Commuter benefits
  • Bring your dog to work (and unlimited puppy time)
  • Pet benefits, including $1000 toward adopting a new dog or cat
  • Stocked fridges, coffee, soda, and lots of treats (for humans and dogs)
  • Free catered lunches semi-monthly
  • Regular team activities, including happy hours, snow tubing, game nights, and more

Rover is an equal opportunity employer committed to promoting a diverse, inclusive and inventive environment with the best employees. We’re driven by seeing our people succeed and grow, and we work to ensure everyone contributes to their fullest potential. We consider all qualified applicants without regard to age, race, color, ancestry, national origin, religion, disability, protected veteran status, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable laws, regulations and ordinances.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

About Rover.com

About The Dog People Founded in 2011 and based in Seattle, WA, Rover is the nation's largest network of 5-star pet sitters and dog walkers. Whether you need in-home dog boarding, pet sitting, dog walking, or day care, Rover connects pet parents with dog people who’ll treat their pets like family. Rover sitters are your rainy-day-dog-walkers. Your every-day-belly-rubbers. Your tug-of-war players. Your middle-of-the-night-pee-breakers. Because we get it—your dog is family. And when you can’t be there, you can trust us to keep your dog happy, healthy, and sweet as ever. But it’s not just about dog love. Rover is also an award-winning technology business committed to making pet care safe, easy, and affordable so that everyone can experience the unconditional love of a dog. So for the frequent butt-sniffers, the sock-stealers, the table-side beggars and the clicker-trained champions: We’re your people. And for the world travelers, the long-day-at-work-ers, the business-trip jetsetters, the swing-shift survivors: We’re your people, too. Whatever you and your dog are into, we’re into it, too. And we’ve got your back. Anytime. Anywhere.

Want to learn more about Rover.com? Visit Rover.com's website.