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A hybrid role at Rover.com.
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Original listing text, shown exactly as published by the company.
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Lead, coach, and develop a team of Content Writer/Editors based across global locations.
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Co-own the knowledge base content strategy for frontline employees, ensuring agents can quickly find accurate, up-to-date information that improves resolution speed and customer satisfaction.
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Identify and solve for gaps and emerging needs in knowledge management program and process capabilities, including evaluating opportunities to leverage AI-powered content and search tools.
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Drive go-to-market program, project, and process management for content and knowledge management across Operations customer service, aligning tools and approach across teams.
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Elevate teams' knowledge and expertise in the use of project management methodologies and tools within your functional area.
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Assess the success and impact of the knowledge base and content programs through data analysis and stakeholder feedback, then drive continuous improvement in outcomes.
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Build a roadmap, prioritize initiatives, and coordinate across cross-functional teams to deliver on strategic objectives.
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Routinely review key milestones with senior leaders. Troubleshoot major roadblocks and delays autonomously.
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6+ years of experience within an operations, customer service, or other customer-facing environment, including 2+ years applying the principles, standards, and tools associated with business analysis, program management, and project management, and at least 2 years in a people management or content leadership role.
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Current knowledge of effective content and knowledge management methodologies, techniques, and practices.
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Experience managing and using various knowledge base tools and help center systems.
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Strong data analysis skills and financial acumen; ability to use data to understand problems, identify options, and make sound decisions.
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Ability to build and foster strong stakeholder relationships, establish trust, and achieve alignment across the organization.
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BA/BS degree or equivalent professional experience.
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Experience working at a fast-paced tech company or in a startup environment
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Experience working in a marketplace or B2C organization
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Experience working with customer support teams
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Familiarity with AI-powered tools for content creation, curation, or knowledge management
Rover.com
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26 open roles on Sydicom
Rover.com is a leading online marketplace connecting pet owners with a network of pet sitters and dog walkers. The platform facilitates booking services such as dog boarding, house sitting, and drop-in visits. It is widely known for providing on-demand pet care services.
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