• Help large federal agencies successfully adopt and deliver mission-critical software by bringing structure, clarity, and momentum to complex programs • Work at the intersection of customers, internal teams, and compliance requirements to ensure programs are delivered with confidence and impact • Coordinate cross-functional delivery across Engineering, Product, and Customer teams to support federal implementations • Lead program planning and execution for deployments within large federal agencies • Track and support compliance-related requirements, helping teams stay aligned with federal standards and customer expectations • Communicate program status, risks, and milestones to internal stakeholders and federal agency partners, including senior leaders • Maintain documentation, schedules, and action items for complex initiatives

• Manage a portfolio of key customer accounts and help drive CS metrics such as GRR, NRR and Adoption. • Build and deepen executive relationships with customers through QBRs (Quarterly Business Review), MBRs and regular check ins. • Present a company 360 view of customers’ key performance metrics and health score. • Propose, develop and lead the execution of adoption plans and corrective action plans, successfully prescribe impactful solutions. • Influence long-term strategic direction to C-level executives and serve as a supporting business partner. • Ensure the health of the account remains high at all times by producing documents, meetings, presentations, reports, and webinars. • Ability to establish and grow in senior-level relationships (Directors, VP, etc.) being seen as a trusted advisor. • Build and deepen relationships with customer stakeholders by delivering top-notch services. • Inform account strategy in generating and developing business growth opportunities, working collaboratively with leaders, and Product. • Negotiate with stakeholders both internal and external to arrive at optimal solutions to resolve client business problems. • Create and maintain clear Ways of Working that will guide the partnership. • Drive business development, forecast accurately and achieve strategic goals by leading customers through the entire impact journey that Inspectorio can offer. • Influence long term strategic direction and serve as the product expert. • Be able to prioritize across multiple work streams to ensure client satisfaction while still holding Inspectorio’s development capacity as a top priority. • Understand each customer’s Quality and Sustainability goals, strategic growth plans, business drivers, technology strategy, and competitive landscape. • Lead system configuration conversations with the client and collaborate closely with Product and Solutions Consulting teams to complete the work necessary to resolve the business problems. • Facilitate system integrations by working closely with business and IT stakeholders externally as well as Engineering and Product teams internally. • Stay up to date with all Product and major Industry developments - Successfully prescribe an impactful solution and be able to convince customers of the impact. • Maintain clear and updated documentation on all information gathered to ensure the rest of the team is enabled to operate efficiently. • Be able to navigate the complexities of a Fortune 100 size enterprise to arrive at solutions that are optimal for all involved stakeholders. • Use active listening to truly understand and translate business problems into concrete requirements, and be able to find suitable solutions through configuration, process recommendations, or product development.

• 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.