We are seeking a highly skilled Senior Operations Analyst at Rover who is excited about independently owning complex, cross-functional projects from end to end. You will partner with senior business leaders on high visibility projects, relentlessly pursuing outcomes that directly influence the customer experience on the Rover platform. You will be seen as a thought leader on the team and across the organization, and should be comfortable operating with a high degree of autonomy in identifying and solving business problems.

We want someone who is passionate about directly shaping Rover’s support experience. You should be excited about partnering with product and business leaders to identify problems in the support experience and generate solutions that scale with the business. You will be responsible for designing robust tests and sophisticated analyses that deliver strong, actionable recommendations to improve our business. Examples of this include developing our strategy for multi-language global support, improving our self serve support experience, optimizing agent processes and workflows, assessing and improving how we measure support quality, etc.

In addition to concurrently driving several high impact cross functional projects, this person will also be responsible for creating new metrics to understand the performance of new business initiatives, developing reporting dashboards, and building data abstractions in DBT. Additionally, they will play a vital role in supporting AB testing and experimentation efforts, using statistical analysis to evaluate changes and drive meaningful change across the business.