Rover.com · 11 hours ago
Senior Business Program Manager
United States
Full-time
Remote
Senior Level
$129K/yr - $172K/yr
5+ years expRover.com is a company focused on connecting pet parents with loving pet sitters and dog walkers. They are seeking a Senior Business Program Manager to lead strategic programs that enhance the customer experience and improve operational efficiency through data-driven decision-making and cross-functional collaboration.
MarketplaceConsumer GoodsPetConsumer
Responsibilities
Spearhead programs (new product initiatives, technology solutions, CRM and Telephony infrastructure optimization, etc) that elevate customer satisfaction, reduce our cost-to-serve and improve our agents’ experience
Coordinate the execution of multiple cross-functional work streams to deliver a cohesive outcome. Partners include but are not limited to Operations teams (CX, Trust & Safety, and Fraud & Customer Success, Learning & Development departments) as well as other departments such as Product, Engineering, IT, Finance, International, Legal, Marketing, and our Marketplace team
Leverage data to inform business decisions and analyze impact
Performance metrics are your heartbeat. Directly develop, own and drive efficiency and cost to serve programs that have tangible impact on metrics
Effectively decompose strategic goals into program strategy, operations workstreams and outcomes. Executes to deliver results
Narrate a strategy for ambiguous and unscoped programs; identifies multiple approaches, drives alignment around the best long-term value for Rover, and builds the plans to execute programs
Routinely review key milestones with senior managers and cross functional partners. Troubleshoots medium to major roadblocks and delays autonomously
Prioritize competing stakeholder requests and internal deliverables in a complex, fast-paced environment
Identify and track KPIs; inform stakeholders how the KPIs contribute to the performance of the team, department, and company
Operates with autonomy and discretion; is responsible for initiating or taking actions to resolve problems
Regularly influence interdepartmental policy and process and consistently partners with peers to influence cross-functionally
Design longer and/or perpetually-running, complex market tests with interdepartmental impacts
Work on significant and unique issues where no current best practices exist in the market
Support training and onboarding of team members; mentors/coaches in career development of Project and/or Program Managers
Qualification
Required
5+ years of experience driving business impacting projects and programs with a track record of customer-centric transformational growth
Experience owning and driving improvement in operational KPIs
Demonstrates strong analytical skills and the ability to leverage data from third party operations tools (e.g. CRM and phone contact tools) to solve business problems
Your toolkit includes advanced excel (lookups, pivots, functions). An appetite to learn SQL in a short period of time is also needed
Demonstrated experience effectively partnering with diverse teams across complex organizations to drive outcomes
Experience developing, implementing, and refining customer operations measurement methods and holding teams accountable to hitting ambitious cost to serve and customer satisfaction goals
Clear track record of driving success in a highly quantitative environment
Highly effective at influencing intra- and interdepartmental decision-makers
Can leverage strong business partnerships to influence resources, process or policy with peers to influence cross-functionally
Excellent verbal and written communication skills
Bachelor's degree
Preferred
SQL skills at entry are preferred
Online marketplace experience and startup experience is preferred
Master's degree preferred
PMP or other Project Management Certifications
Benefits
Competitive compensation
401k match
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
Stocked fridges, coffee, soda, and lots of treats (for humans and dogs) and free catered lunches semi-monthly
Regular team activities performed in-person and virtually
Company
Rover.com
At Rover, everyone has ownership of their work and the opportunity to make a true impact.
501-1000 employees
Funding
Current Stage
Public CompanyTotal Funding
$360.9MKey Investors
T. Rowe PriceSilicon Valley BankSpark Capital
2023-11-29Acquired
2021-08-02Post Ipo Equity· $50M
2021-08-02IPO
Leadership Team
Philip Kimmey
Co-Founder and Vice President of Engineering
Recent News
2025-10-28
San Diego Union-Tribune
2025-10-27
Company data provided by crunchbase