Manager I, Content Program Management

About Rover

Rover is a pet-focused technology company operating across the U.S., Canada, Europe, and Australia, dedicated to connecting pet owners with reliable pet care services. Headquartered in Seattle and Barcelona, Rover values inclusivity, accessibility, and innovation, integrating advanced AI tools to enhance user experiences. The company has earned recognition for its positive workplace culture.

Role Overview

We are seeking a Content Program Manager to join our Skills & Knowledge Program Management team. The appointed individual will lead key projects managing operational content and knowledge bases, directly contributing to business expansion and superior customer satisfaction. This pivotal role involves crafting and executing a comprehensive knowledge management strategy that serves both customer-facing and internal employee educational content.

Key Responsibilities

• Manage, mentor, and guide a globally distributed team of Content Writers and Editors.
• Collaborate on the development of the knowledge base content strategy aimed at frontline employees to facilitate quick access to accurate information, enhancing resolution times and customer service quality.
• Identify and address deficiencies and new requirements in the knowledge management system, including assessing the use of AI-driven content and search technologies.
• Lead program, project, and process initiatives for content and knowledge management, ensuring alignment across Operations customer service units.
• Boost team proficiency in employing project management methods and tools relevant to content operations.
• Evaluate the effectiveness and impact of knowledge base content through data review and stakeholder feedback, initiating ongoing enhancements.
• Create and manage a strategic roadmap prioritizing key projects and coordinate cross-functional cooperation to meet goals.
• Present milestone updates regularly to senior leadership and independently resolve significant challenges.

Qualifications

• Over six years of experience in operations, customer service, or customer-facing roles, including at least two years in business analysis, program or project management, and two years in leadership or content management positions.
• Deep understanding of current content and knowledge management practices and methodologies.
• Proficient with multiple knowledge base and help center technologies.
• Strong analytical and financial skills to diagnose issues, explore alternatives, and execute informed decisions.
• Proven ability to develop and maintain productive stakeholder relationships and align organizational objectives.
• Bachelor's degree or equivalent professional experience.

Preferred Skills

• Experience in fast-paced technology environments or startups.
• Background working within marketplace or B2C companies.
• Familiarity with customer support operations.
• Knowledge of AI-based tools for content production, management, and curation.

Additional Information

This position requires remote work eligibility limited to residents of Florida, Georgia, Idaho, North Carolina, Texas, or Michigan.

Benefits

• Competitive salary with differentiation based on geographic location (Greater Austin TX: $99,719 - $128,513; other areas: $90,654 - $116,830) along with a company performance-based long-term cash incentive plan.
• 401(k) matching program.
• Flexible paid time off policies.
• Comprehensive medical, dental, and vision insurance options.
• Commuter benefits.
• Pet-friendly workplace including opportunities to bring pets to work and adoption rewards.
• Free food and beverages including monthly catered lunches.
• Regular social activities conducted both in person and virtually.

Equal Opportunity Statement

Rover is dedicated to fostering a diverse, inclusive workplace where all employees can excel without barriers or discrimination. We provide reasonable accommodations throughout the recruitment and employment process to qualified candidates and employees.