• Design and maintain a clear, end-to-end education journey for upmarket and enterprise customers, aligned to onboarding, expansion, and long-term success. • Define what “great” education looks like for this segment and translate that into repeatable programs and assets. • Establish success metrics to measure the impact of education on adoption, confidence, and customer outcomes. • Develop and maintain educational content tailored to mid-market and enterprise needs, including linear learning courses, live and virtual training sessions, and technical and product-focused articles. • Ensure content is practical, outcome-oriented, and reflects real customer workflows and use cases. • Continuously iterate on content based on customer feedback, product changes, and support insights. • Plan and deliver custom training sessions for Vanta’s premium support and strategic customers. • Facilitate live training with confidence and clarity for technical and executive audiences. • Adapt training in real time based on customer maturity, risk profile, and goals. • Identify gaps in educational resources and spot recurring customer challenges and opportunities for enablement.

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, San Antonio, Spokane, and remote locations. We’ve got a reputation for being a great place to work, having been named among the 100 Best Companies to Work For in Seattle Business Magazine and Washington’s Best Workplaces in the Puget Sound Business Journal. 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're looking for: Our Business Operations team supports our frontline agents and management team by creating game-changing improvements in process design, policy changes, improved data visualization, and enhancements to training and instructional design.  The Business Operations team also champions changes to product design, marketplace management, and marketing copy that better serves our customers, and therefore our support specialists. We are looking for a customer focused, data driven change agent who can help bring Operations’ strategic vision to life.  As the Program Manager, you will lead strategic programs that elevate the customer experience for our community of sitters, owners and pets.  You will sharpen workflows and policies, and integrate new tools and tech that enable our frontline.  Game-changing initiatives will have your fingerprints all over them through your leadership of cross functional teams across Rover. The Ideal candidates loves to serve customers and partner with their teammates. They will thrive in a fast-paced environment, act quickly to identify and improve key metrics, and solve high-impact business problems. This position requires that a person  savor ambiguous operating environments and change.  If you have a voracious appetite for interacting with data to solve problems, enjoy partnering with numerous organizational stakeholders, and you delight in delivering outstanding outcomes, this role may be for you. To be eligible for this role you must be able to work remotely and reside only in the approved states of FL, GA, ID, NC, TX, WA & MI. Your Responsibilities: 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. Your Qualifications: 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) Pet benefits, including $1,000 toward bringing home a new dog or cat 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 of the 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. At Rover, we’re driven by seeing our people succeed and grow, while doing our jobs better than ever before. We believe the best business outcomes come from a diverse set of perspectives and we’re committed to promoting an inclusive, inventive, and fun environment with amazing employees. We welcome and encourage applicants from all backgrounds to apply. Rover is an equal opportunity employer. We consider all qualified applicants without regard to age, race, color, ancestry, national origin, religion, disability, military or veteran status, sex, pregnancy, gender identity or expression, sexual orientation, marital or partnership status, genetic predisposition, or any other protected status in accordance with applicable federal, state and local laws. 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.

• Lead execution of operational excellence initiatives across one or more vertical (Enrollment, Claims, Call Center, etc) functions for BPaaS customers. • Manage program planning and delivery, including timelines, resource allocation, and stakeholder communication. • Conduct operational assessments and partner with functional leaders to identify inefficiencies and improvement opportunities. • Perform root cause analysis and develop actionable recommendations for process optimization. • Develop and maintain program dashboards to track KPIs, cost savings, and efficiency gains. • Coordinate cross-functional teams to implement process improvements, automation, and workflow optimization. • Ensure standardization of processes and best practices across customer accounts. • Collaborate with technology teams to support automation initiatives (RPA, AI/ML). • Prepare business cases and ROI analyses for proposed initiatives. • Drive change management efforts to ensure adoption and sustainability of improvements. • Facilitate governance processes, including regular review cadences and escalation protocols. • Communicate program progress and outcomes to executive stakeholders and clients. • Mentor and develop team members within the operational excellence function.

• Lead end-to-end execution of quality and safety initiatives, including planning, stakeholder alignment, timelines, and reporting. • Develop and maintain program plans for clinical audits, quality metrics, incident reporting, and risk mitigation efforts. • Track progress, risks, and outcomes to ensure initiatives are delivered on time and with measurable impact. • Prepare monthly quality reports, dashboards, and partner-facing reporting deliverables. • Generate clinician scorecards, chart review summaries, and tracking lists for clinicians under review. • Support internal and external quality meetings by preparing materials, summaries, and performance reporting. • Identify, pull, and categorize charts for routine, priority, and focused chart reviews using established rubrics. • Track and support chart review workflows for new and existing clinicians. • Ensure timely completion of chart reviews and provide status updates to clinical leadership. • Maintain accurate quality and clinician tracking documentation across systems (including JIRA or similar tools). • Support onboarding workflows by ensuring clinician records, quality tracking, and supervision details are up to date. • Assist with implementation calls and provide support related to clinical quality and NP supervision requirements. • Support the development and implementation of tools to streamline quality reporting, chart review operations, and supervision tracking. Identify opportunities to automate manual processes and improve reporting efficiency. • Partner with internal teams to enhance visibility and access to quality and supervision data. • Work closely with clinical leadership and partner-facing teams to meet ongoing reporting needs and respond to ad-hoc requests.