Senior Manager, Online Trust & Safety Program Management

  • People Management
  • Seattle, WA, USA
  • Experience level: 7+ years

Website Rover

This content was reproduced from the employer’s website on December 9, 2021. Please visit their website below for the most up-to-date information about this position.

The Senior Manager, Trust & Safety (T&S) Program Management is the senior leader responsible for ensuring the continuous improvement of our marketplace safety, wherever we can, each and every day within Operations.  Protecting our marketplace and ensuring that the experience of each and every Sitter, Owner and Pet is world class remains our top priority. We are seeking a purpose oriented, creative and agile leader who can set goals and drive meaningful results through their own efforts and through activating partner teams.
There are two areas of focus in this role:
1. Audit and Revamp Operations support of the T&S Program
– Review the entire T&S and Fraud & Customer Success (FCS) customer journey for Rover sitters and owners, proactively identify areas of risk and opportunity.  Prioritize, lead and resource initiatives that include:
– End-to-end review of customer experience in Customer Experience (CX), T&S (Resolutions), FCS.  Review workflows; understand underlying customer & agent behavior through ticket analysis; decompose, evaluate, and rebuild operations support of marketplace trust and safety.
– Identify opportunities to improve and invent against T&S program vision
– Identify and secure resources as needed (headcount, product invest, tools)
– Partner with Product to identify and implement new goals and metrics for Operations that support the T&S Program strategy & objectives.
– As appropriate, set new metrics and redefine Frontline Operations’ SLAs.
– Create new workflows, communication content, training and implement new product features or tools that improves the trust and safety of our marketplace
– In partnership with the Quality Assurance team, reset the breadth and depth of what is quality checked within Operations in order to continuously monitor Frontline Operations’ execution against program goals & metrics.  Operationalize Quality reporting. Drive alignment with Product including resources required.
2. Continuously improve T&S within Operations
– Identify blockers to SLA and Quality achievement and develop creative solutions to address immediately.  Includes end-to-end review of incidents/reports from CX, FCS, or T&S team triage through to resolution.
– Intake short term, high urgency T&S Program initiatives, embed Operations requirements, and drive Ops implementation.
– Partner with Product to embed Operations requirements to future Product initiatives & to ensure Operations is resourced to support launches at or ahead of time (staffing, training, project management, ID, quality)
– Identify frontline resources needed to provide ongoing cadence of frontline SME input on issues, solutions (process, workflow, product) and near-and-long-term requirements. Quantify and secure budget needed; execute through WFM and operationalize rhythms to leverage Operations knowledge.

Your Responsibilities

    • Understand Rover’s strategic goals and drive the reinvention of the Operations Trust and Safety program to support – across CX, Trust & Safety, and Fraud & Customer Success departments.
    • Performance metrics are your heartbeat.  Monitor Trust and Safety program metrics, understand underlying customer impacts through ticket review, and propose new metrics that reflect quality execution of the T&S program and meet emerging needs as the business scales.
    • Effectively decompose ambiguous strategic goals into customer operations outcomes and ensure Operations teams are set up to execute results.  Proactively identify areas where there may be misalignment between strategic goals and Operations metrics.
    • Engage in the strategic Rover T&S business narratives with Product and Ops teams.  Provide thought leadership for the adoption of emerging CX and Safety & Enforcement tools.
    • Build trust across the organization by building strong working relationships and delivering results.  Partner with product, analytics, finance and marketing to identify strategic T&S, FCS and CX opportunities and deliver on key cross-functional initiatives.
    • Ensure we can strategically scale by leveraging technology, in-house, and outsourced resources to solve customer problems.
    • Establish Operations goals and metrics that align to Product program goals & objectives
    • Reduce risk exposure and customer escalations

Your Qualifications

    • 7+ years building and leading high-performing product, business, or operations teams with a track record of customer-centric transformational growth
    • Experience owning and driving significant improvement in operational KPIs. Demonstrates strong analytical ability and the ability to leverage data from third party operations tools (CRM and phone contact tools) to solve business problems.
    • Demonstrated experience effectively partnering with senior leaders and diverse teams across complex organizations to drive outcomes.
    • Experience developing, implementing, and refining customer operations measurement methods and holding self and teams accountable to ambitious customer experience and quality goals.
    • Clear track record of driving success in a highly quantitative environment.
    • Online marketplace experience and startup experience is preferred.

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