Policy Manager
Seattle / Florida / Georgia / Idaho / Michigan / North Carolina / San Antonio / Spokane / Texas / Washington
Operations – Trust & Safety /
Full-time /
Remote
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 and remote locations. We’ve got a reputation for being a great place to work and are proud to be recognized as a top workplace in our area by respected business publications. 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.
Who We Are Looking For:
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 a Trust & Safety Policy manager you will use your experience in the Trust & Safety space to evolve the policies, operational guidelines, and detection mechanisms that keep the Rover community safe. You will be responsible for evaluating current opportunity areas and partnering with a cross-functional team to ensure our policies to best serve our community. At Rover, we work tirelessly to keep people and pets safe, and you will partner cross-functionally with other leaders across the business to bring our risk mitigation and policy vision to life.
The ideal candidate will leverage their experience in the Trust & Safety space to evolve policies and operational guidelines that keep the Rover community safe. You will identify impactful policy challenges, and be comfortable navigating ambiguous operating environments while reducing customer and operational risk. You should also be adept at partnering with Rover’s Content team to ensure our documentation drives policy comprehension and adherence.
This position is approved for remote work in the following US states only: WA, ID, TX, NC, GA, FL, MI
Your Responsibilities:
- Identify and address policy maturity gaps, developing robust policies to define risks, processes, and customer expectations, paired with effective operational guidance and detection/enforcement mechanisms.
- Drafting policy to help Rover’s Content and Learning develop documentation that will drive safety improvements and improve the customer experience.
- Craft and lead high-priority risk and policy initiatives across multiple functional areas, elevating customer satisfaction and reducing risk to our community, including people and pet harm/crisis situations.
- Leverage data to inform policy decisions and analyze their impact, while tracking progress against key performance indicators (KPIs).
- Work with Program and Product managers to understand planned changes and identify risks and alignment with policy.
- Partner with our Content and Learning Development team to identify and inform strategy on how to best present Trust & Safety documentation to enable employees and customers to find what they need when they need it.
Your Qualifications:
- 3+ years of experience working on product and user policy projects and programs, with a track record of customer-centric policy improvements and risk mitigation focus.
- Demonstrated critical thinking and problem-solving skills and the ability to leverage data to inform policy development.
- Experience partnering with diverse teams across Operations, Analytics, PR/Marketing, & Product.
- Strong communication skills, including effective communication with different stakeholders and the ability to understand and incorporate feedback.
- Exceptional grammar, spelling, and punctuation, with the ability to write clear, concise, and engaging material.
- Keen eye for detail in proofreading and editing content, ensuring accuracy and consistency.
- Strong organizational skills to manage multiple projects simultaneously, and the ability to meet tight deadlines and work under pressure.
- Thrives working within ambiguity and is comfortable with a high degree of autonomy.
Your Bonus Skills:
- Experience working with a team of product/program managers and managing stakeholders at various levels.
- Experience managing policy in a two-sided marketplace or B2C organization.
- Advanced degree in a related field.
Benefits of Working at Rover.com:
- 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
Compensation:
- In the greater Seattle area the first-year salary range is $129,139-171,755. In Washington State outside the greater Seattle area the first-year salary range is $117,399-156,141. Additionally, Rover offers a long-term incentive plan with a company performance-based cash payout and 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.
