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Manager II, Account Safety and Fraud

Rover

Rover

Accounting & Finance
Seattle, WA, USA
Posted on Saturday, January 6, 2024
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, 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.
***This position is approved for remote work only in the following states: WA, ID, TX, GA, NC, MI & FL***
Who we are looking for:
Rover Operations Managers operate in a fast-paced, agile environment and are responsible for ensuring pet parents and pet caregivers receive world class customer service by coaching and scaling a multi-leveled customer experience team. They provide leadership to operations front line managers supporting prevention and resolution of a wide-range of issues, including account and platform safety that encompasses vetting potential clients and identifying potential fraudulent activity.
In this role, you will motivate, coach and develop your team to exceed performance goals, while also empowering them to advocate for the end user. You are comfortable creating and analyzing reports, then making data-driven decisions to improve both business efficiencies and customer experience. You also have a deep understanding of keeping user accounts secure including but not limited to account takeovers, fake accounts, account lockouts, and analyzing actor-behavioral signals for signs of fraud.

Your Responsibilities:

  • Recruit, hire, develop and performance manage a team of 3-5 frontline managers supporting customers with resolution of a wide-range of issues, including emergency issues that pose significant risk to the company, users, and animal safety.
  • Identify opportunities to improve current processes and propose solutions in order to increase operational efficiency, customer satisfaction and the employee experience.
  • Collaborate with Workforce Management to ensure schedules are being optimized, and new hire class needs are being evaluated monthly to meet service level objectives; both for projected peak volumes, but also planned attrition
  • Collaborate with leadership to promote an environment of accountability and productivity, including guiding leaders through addressing underperforming employees
  • Support the onboarding and training of new agents by partnering with Learning and Development
  • Regularly lead cooperative efforts among members of a project focused on improving account safety and fraud recurrence within Trust and Safety.
  • Assemble performance reporting by collecting, analyzing, and summarizing data and trends for internal leaders as well as customer; such reporting may include standing conference calls and/or business reviews
  • Serve as an escalation point for high priority requests or complex investigations initiated by our customers

Your Qualifications:

  • 3-5 years of managing or leading teams in contact center or Trust and Safety operations required
  • 2-3 years in a senior leadership role where the responsibilities included managing other leaders required
  • 5-7 years of customer service experience preferred
  • 2+ years of experience working in or managing a team with a focus on account security and/or online fraud required
  • Bachelor’s degree in communications, business or a related field required
  • Able to apply a change management process and tools to create a strategy to support adoption of the changes required by a project or initiative. Support communication efforts, assess the change impact and support training and sustainment efforts
  • Can anticipate future consequences and trends accurately. Leverages this understanding to build credible visions and plans that drive the business forward
  • Ability to remain empathetic, and compassionate in high stakes emergency situations, and guide customers to effective solutions.
  • Excellent written and verbal communication skills to effectively manage employees including a structured communication process to filter information throughout the organization.
  • Able to identify trends that support improved customer service, operational efficiency or employee engagement and elevate them to the correct stakeholders.
  • Sets clear expectations for job assignments, writes and monitors employee goals, holds employees accountable for job responsibilities and achieving goals, and mentors, coaches and disciplines employees when necessary.
  • Multi-lingual in English, Spanish and French preferred.
  • Vet Tech, animal Shelter, Rover Sitter or other pet experience preferred
  • Digital marketplace experience preferred.

Benefits of working at Rover.com

  • Competitive compensation
  • 401k
  • 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

Compensation:

  • In the greater Seattle area the first-year salary range is $83,931-108,167. In Washington State outside of the greater Seattle area the first-year salary range is $83,168-107,183. Additionally, Rover offers benefits to full-time employees.
  • The cash compensation offered for this role will be dependent on the candidate's experience, qualifications, skills, and abilities as demonstrated in the interview and hiring process.
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 committed to 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.