• Spearhead programs (new product initiatives, technology solutions, CRM and Telephony infrastructure optimization, etc) that elevate customer satisfaction, reduce our cost-to-serve and improve our agents’ experience. • Coordinate the execution of multiple cross-functional work streams to deliver a cohesive outcome. Partners include but are not limited to Operations teams (CX, Trust & Safety, and Fraud & Customer Success, Learning & Development departments) as well as other departments such as Product, Engineering, IT, Finance, International, Legal, Marketing, and our Marketplace team. • Leverage data to inform business decisions and analyze impact. • Performance metrics are your heartbeat. Directly develop, own and drive efficiency and cost to serve programs that have tangible impact on metrics. • Effectively decompose strategic goals into program strategy, operations workstreams and outcomes. Executes to deliver results. • Narrate a strategy for ambiguous and unscoped programs; identifies multiple approaches, drives alignment around the best long-term value for Rover, and builds the plans to execute programs. • Routinely review key milestones with senior managers and cross functional partners. Troubleshoots medium to major roadblocks and delays autonomously. • Prioritize competing stakeholder requests and internal deliverables in a complex, fast-paced environment. • Identify and track KPIs; inform stakeholders how the KPIs contribute to the performance of the team, department, and company. • Operates with autonomy and discretion; is responsible for initiating or taking actions to resolve problems. • Regularly influence interdepartmental policy and process and consistently partners with peers to influence cross-functionally • Design longer and/or perpetually-running, complex market tests with interdepartmental impacts. • Work on significant and unique issues where no current best practices exist in the market. • Support training and onboarding of team members; mentors/coaches in career development of Project and/or Program Managers.