Sitter Community Manager

Who we are:

Rover.com connects pet parents with the nation’s largest network of pet sitters and dog walkers. On Rover, pet parents can easily discover, book, and manage personalized care for their dogs including pet sitting, dog walking, and doggy day care. Founded in 2011 on the belief that everyone should have the opportunity to experience the unconditional love of a dog, Rover improves and simplifies life for pet parents and the dogs they love.

We're headquartered in downtown Seattle. We're an agile, fast-growing startup, and our leadership comes from some of the country's most respected tech companies. We've been named among Seattle's "Best Places to Work" in Seattle Met magazine, and Inc.com recognized us as "One of the Most Dog-Friendly Offices in the World." We're also a recipient of Seattle Business Magazine's 2015 Tech Impact Awards. Needless to say (but we're going to say it anyway)—we love dogs, and we wouldn't dream of going to work without them by our sides.    

Who we're looking for:

At Rover we obsess over the needs of our sitters, and our Sitter Community Manager eats, sleeps and breathes this. There are more than 80,000 active sitters trying to provide amazing care and customer service all while growing their businesses. That makes for a lot of questions, ideas and debates that we feel are essential to have out in the open. We are looking for the Sitter Community Manager to be someone who deeply believes that engaging in honest dialogues with our sitters and facilitating forums that encourage them to learn from the experiences of their peers will make Rover better for them.

We are looking for a person who can get and keep a pulse on our sitter communities and the various types of sitters who participate in them. You should be ready build our communities from the ground up. You should be equally comfortable having authentic conversations in real-time through online communities as you are with planning events to get to know our sitters face to face. The topics in our communities can be quite emotional and sensitive; so you will have to be able to exercise great judgement, empathy and tact as you moderate and build community guidelines.

As Sitter Community Manager you will have first hand exposure to our sitter’s opinions. It is important that you use sound logic to identify issues of consequence and react quickly to resolve them or engage others in the organization. You will have a knack for to collecting and distilling noisy qualitative sitter sentiment into actionable insights. Our Ops, Marketplace, Marketing and Product teams will look to partner with you to create in-market tests that address sitter feedback based on your analysis.

Your Responsibilities:

  • Build and maintain lines of communication for real time feedback to and from our active sitters.
  • Establish and refine Rover community moderation policy and guidelines
  • Actively create and moderate Rover owned communities both virtual (e.g. Facebook or physical (e.g. Meetups)
  • Participate in organic marketplace communities to foster honest feedback with the sitter community.
  • Own Sitter Q&A forum moderation
  • Build Product, Operations and Marketing feedback loops
  • Leverage our community network to guide sitter research and operationally test retention strategies.
  • Increase sitter loyalty by providing a feedback loop for the product, operations and other internal teams with the sitter communities.  

Your Qualifications:

  • Bachelor degree or higher in a relevant field of study (e.g. Communications, Business, Marketing or related field)
  • 4+ years professional experience in community building, online marketing, event management in startup-type environments
  • Comfort building and managing online communities/social media technology (Facebook, Instagram, Pintrest, Twitter, Reddit, etc.)
  • Can represent the Rover voice, brand and policies in public-facing communities
  • Hands on experience managing and moderating online communities
  • Experience applying analytical methods to distill trends in consumer sentiment and customer experience feedback into actionable insights (Google Analytics and SQL knowledge skills are a plus)
  • Demonstrated success creating and driving community metrics
  • Experience working cross-functionally with Operations, Marketing, and Product teams
  • Understanding of 2-sided markets
  • Proven track record as a self-starter who can execute in an ambiguous environment
  • Ability to thrive in a fast-paced, dynamic and ever changing startup environment

Benefits of Working at Rover.com:

  • Competitive compensation
  • 401k
  • Stock options
  • 4 weeks paid time off
  • Competitive benefits package, including medical, dental, and vision insurance
  • Commuter benefits
  • Bring your dog to work (and unlimited puppy time)
  • Doggy benefits, including $1000 toward adopting your first dog
  • Extra PTO you can earn by dog sitting
  • Stocked fridges, coffee, soda, and lots of treats (for humans and dogs)
  • Free catered lunches semi-monthly
  • Regular team activities, including happy hours, snow tubing, game nights, and more
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