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.

 

Rover’s Trust, Safety and Operations organization is the voice of Rover to our North American customers.  We are the experts at helping both pet parents and care providers succeed on our platform - by assisting with everyday requests, like helping to update a profile, as well as standing by ready to help 24/7 in the rare case that something goes wrong. We are working every day to improve our efficiency, effectiveness and empathy in solving customer issues.

 

As the Senior Director, Strategy & Operations (reporting into the VP & GM of Trust, Safety & Operations) you will be responsible for ensuring we are delivering for our customers - and our teammates - while pursuing ambitious goals. You will own one of Rover’s key business metrics - Cost to Serve - for all of our North America operations. You will take your experience in both granular and high-level strategy work to unite many different aspects of our operations organization against shared targets - and you’ll often be the one to set what those targets are.  You will also hold the customer experience and our commitment to our community as an integral part to all the work we do.

 

The Strategy & Operations organization is a multi-faceted group of skilled and passionate pet people that spans the three sub-teams below:

 

Skills & Knowledge - A multi-layered team that develops internal content for agents, creates external content for sitters and owners, designs and executes the training of all frontline agents, and drives continuous improvement through Quality Assurance and Voice-of-the-Customer programs. Through this work, the team fosters a high-performance, high-morale culture with tools and training that improve our people leaders’ ability to coach and develop their teams. 

 

Operations Program Management - Spanning different subject areas - like Go-to-Market launches, process optimization, efficiency metrics, contact strategy etc - the Program Management team makes sure that the all parts of the operations organization are set up to succeed and that we are always asking ‘is this the best way to do X?’ 

 

Workforce Management and Planning - Workforce management ensures that we have the right people available at the right time when our customers need us. This includes optimizing workforce management tools & inputs and owning Operations headcount forecasting and budgeting. This function partners heavily with Rover’s Analytics and FP&A teams.   

 

The ideal candidate for this opportunity to join the Rover Senior Leadership team loves to serve both their community and their team.  They thrive in a fast-paced environment, act quickly to identify and improve key metrics, and prioritize ruthlessly using all the available data to make sure Rover is going after the high-impact business problems. If you revel in ambiguous operating environments and can inspire and crisply engage your team and the company at large around what comes next (both in the following quarters and the following years), this role may be for you.

Rover is an equal opportunity employer committed to promoting a diverse, inclusive and inventive environment with the best employees. We’re 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 committedto 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 contact us to request accommodation.