Customer Contact Center Manager II, Customer Experience (BPO)

San Antonio, TX, United States

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**Customer Contact Center Manager II, Customer Experience (BPO)**

San Antonio / Operations / Full-time Who We Are:

connects pet parents with the worlds 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 day care. 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 dogs they love.

Our global headquarters are in Seattle, Washington in the United States, working closely with our teams in Spokane, London, 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 GeekWires 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 Operations Managers operate in a fast-paced, agile startup and are responsible for ensuring pet parents and pet caregivers receive world class customer service by coaching and scaling a multi-leveled customer experience team. We are looking for a strategic and analytically-minded leader to take customer support to the next level. Your work will directly shape the trajectory of the customer experience at Rover, all within a vibrant, pet-friendly, later-stage company environment.

The ideal candidate will have experience managing customer experience leaders and Business Outsource Partners in a high volume contact center. Your passion for team leadership is only surpassed by your passion for the customer. You will motivate, coach and develop your leaders to exceed performance goals, while also empowering them to advocate for the end user. You are able to set operational direction and create accountability with BPO leaders. You are analytically minded, and know that if you cant measure it you cant optimize it. You are comfortable creating and analyzing reports, then making data-driven decisions to improve both business efficiencies and customer experience. Finally, you are able to easily context-switch between executing in the now and strategizing for the future. You will be expected to plan and staff the customer support function as it evolves.

**Your Responsibilities:**

+ Recruit, hire, develop and performance manage a team of 3-5 frontline managers and Leads supporting customers with resolution of a wide-range of issues

+ Owns relationship with Business Process Outsourcers, maintains functional business rhythms, and provides ongoing strategic direction that supports the customer experience.

+ Identify opportunities to improve current processes in order to increase operational efficiency, customer satisfaction and the employee experience.

+ Accountable for Contact Center performance of BPO and internal teams & delivery of best in class service, meeting or exceeding all Key Performance Indicators (i.e. service level, quality, etc.) within budget

+ Collaborate with BPO Leaders to ensure schedules are being optimized, and new hire class needs are being evaluated monthly to meet service level objectives; both for projected volume increases, but also planned attrition

+ Deliver excellent customer support through various channels including live chat, email, and phone support

+ Support the onboarding and training of new Rover managers and Team leads by partnering with Learning and Development

+ Collaborate with leadership to promote an environment of accountability and productivity

+ Serve as an escalation point for high priority requests or complex investigations initiated by our customers

+ Responsible for onboarding and managing underperforming leaders out of the organization

+ Assemble performance reporting by collecting, analyzing, and summarizing data and trends for internal leaders as well as customer; such reporting may include standing conference calls and/or business reviews

**Your Qualifications:**

+ 2+ years of experience in a senior leadership role where your responsibilities included managing other leaders

+ 3-4 years experience managing or leading teams in contact center operations

+ Excellent written and verbal communication skills

+ Comfortable operating in a dynamic and fast-paced environment with strong problem-solving and analytical skills

+ Ability to handle escalated customer issues including emergency situations involving significant risk.

+ Ability to support with executive level customer escalations involving high stakes emergency situations

+ Experience with Zendesk, Talkdesk, or similar customer management tools

+ Experience using data to make strategic business decisions

+ Bachelor's degree or equivalent experience

**Bonus Skills:**

+ Experience at a consumer technology company

+ Experience at a startup or other fast-growth company

+ Experience in vendor management

+ Experience with process design and improvement

+ Previously used as a pet parent or dog sitter/walker

+ Demonstrated competency with one or more analytical toolkits, including Excel, Google Sheets, and / or SQL

**Benefits Of Working At Rover:**

+ Competitive compensation

+ 401k

+ Stock options

+ Flexible PTO

+ Competitive benefits package, including medical, dental, and vision insurance

+ Commuter benefits

+ Bring your dog to work (and unlimited puppy time)

+ Doggy benefits, including $1000 toward adopting your first dog

Rover is an equal opportunity employer committed to promoting a diverse, inclusive and inventive environment with the best employees. Were 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 are committed to work with you to look for 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 to request accommodation.

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