Partner Operations Manager
Texas / Florida / Georgia / Idaho / Michigan / North Carolina / San Antonio / Spokane / WashingtonFull-TimeManager
Salary76,301 - 98,333 USD per year
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Job Details
- Required Skills
- Project ManagementSQLData AnalysisJiraAnalytical SkillsMicrosoft ExcelProcess improvementGoogle SheetsZendesk
Requirements
- 3-5 years experience working in operations or customer experience
- 1-2 years experience managing or leading teams in operations or customer experience - bonus for BPO management on client and/or provider side
- 1-2 years experience leading projects including all phases from initiation to close
- Excellent written and verbal communication skills, including writing business case proposals and project plans as well as business announcements and customer-facing content
- Very high attention to detail
- Experience with Zendesk, Jira, or similar customer management tools
- Experience using data to make strategic business decisions
- Bachelor's degree or equivalent experience
- 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
- Ability to travel domestically and/or internationally as needed - estimated 3-5 times per year
- Demonstrated competency with one or more analytical toolkits, including Excel, Zendesk Explore, Google Sheets, and / or SQL
Responsibilities
- Motivate, coach, and develop 8-10 professional individual contributors and supervisors who support the customer experience at Rover, including vendor management of outsourcing partners and leadership teams.
- Identify areas of efficiency opportunity within the team and can recommend and implement changes as needed.
- Partners with workforce management at both Rover and BPO partner sites teams to organize, prioritize and schedule work assignments to meet business needs.
- Manage queues of customer requests and tickets to agreed-upon service levels, and strive to raise the bar higher.
- Review customer contacts and identify ways to improve the customer experience, as well as own escalated customer contacts and resolve them.
- Communicates with internal and external stakeholders effectively during escalations, support requests, and project execution.
- Identifies emerging business problems related to their job function and presents them in a solutions-oriented format.
- Act as a liaison between your team and cross-functional groups within the organization to successfully launch global alignment, continuous improvement, and new initiatives.
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