.**Who we are**:- Want to make an impact? Join our pack and come work (and play!) with us.We believe everyone deserves the unconditional love of a pet—and at Rover, our mission is to make it easier to experience that love. Founded in 2011, the Rover app and website connect dog and cat parents with loving pet sitters and dog walkers in neighborhoods across the US, Canada, and Europe. We empower our community of trusted pet sitters and dog walkers to run their own pet care businesses on Rover with the tools and security of a global company to back them.Headquartered in Seattle, Washington, we work closely with our teams in Barcelona, London, San Antonio, Spokane and remote locations. We've got a reputation for being a great place to work,having been named among the 100 Best Companies to Work For in Seattle Business Magazine and Washington's Best Workplaces in the Puget Sound Business Journal. We're an agile, fast-growing company, and our leadership comes from some of the world's most respected tech companies.At Rover, our furry coworkers are just as important as our human ones—and we wouldn't have it any other way. Along with making the joys of pet parenthood more accessible, we're committed to fostering a diverse, inclusive, and welcoming community of pet people—and that starts with our employees.Our Customer Experience Manager is responsible for ensuring pet parents and pet sitters/walkers receive astonishingly great service by developing a fast-paced, multi-leveled support team. In this role, you'll be responsible for leading a team of Managers, Supervisors and their respective teams to exceed service levels and performance goals, drive process improvements that scale in a hyper-growth environment, cultivate a customer focused culture, and ensure contact center best practices are implemented.This position will report to the Director of Operations for Europe.**Your Responsibilities**:- Lead and be responsible for a team of supervisors and their respective teams that solve problems experienced by customers.- Develop goals and performance metrics for the team, as well as ensure that are exceeded on a consistent basis. Examples can include quality and productivity metrics, agreed upon service levels, and customer satisfaction scores.- Hire, coach, and develop customer-obsessed frontline team members and managers.- Manage the relationship and performance of our BPO (business process outsource) partners- Identify processes and workflows requiring scalability and efficiency improvements,drive a culture of continuous improvement and partner with an Operational Excellence team to help inform prioritization.- Use data to derive actionable insights that improve overall customer experience, and work with the Operational Excellence Team to explore and size hypotheses and new opportunities.- Help operationally scale Rover's customer support function across several focus areas
