Manager, Account Safety

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:

Rover’s Account Safety Team is responsible for protecting Rover's reputation by investigating,

mitigating and monitoring fraud trends while protecting our customer and business from

fraudulent financial losses. The Manager I, Account Safety is responsible for leading and

developing a team of frontline fraud specialists, creating a collaborative and supportive

environment, and empowering their team to make the best decisions for the business and

customers. The Manager I exhibits a strong understanding for business needs and effectively

communicates the team’s goals to their team. This motivated people leader, leans into tough

conversations, and advocates for their team’s needs. This leader must have strong people and

change management skills, and has the ability to adapt quickly to ever changing fraud trends.

• Recruit, hire, and develop a team of 3-5 frontline agents supporting customers with resolution of a wide-range of issues, including emergency issues that pose significant risk to the company, users, and animal safety.
• Performance manage and develop agents in proactively detecting and analyzing fraud trends, making recommendations to mitigate future losses.
• Ensure all workflow documentation is up to date and processes are in alignment with company and local laws and policies.
• Identify opportunities to improve current processes and propose solutions in order to increase operational efficiency, customer satisfaction and the employee experience.
• Collaborate with Workforce Management to ensure schedules are being optimized, and new hire class needs are being evaluated monthly to meet service level objectives; both for projected peak volumes, but also planned attrition
• Promote an environment of collaboration, accountability, and productivity, including engagement activities, meetings and huddles, training, and stretch opportunities.
• Develop and implement training programs for employees to ensure adherence to security measures.
• Collaborate with cross-functional teams to implement effective security measures and process improvements to prevent and mitigate risks and losses.
• Lead and oversee projects and investigations into escalated scenarios, fraud trends, account takeover attacks, etc, providing timely insights and recommendations.
• Assemble performance reporting by collecting, analyzing, and summarizing data and trends for internal leaders as well as customer; such reporting may include standing conference calls and/or business reviews
• Serve as the SME for all things Account Safety with internal and external business partners.
• Stay up to date on industry best practices and trends in fraud and account safety, and make recommendations for improvements.

• Bachelor’s degree in communications, business, or a related field or equivalent experience
• 4+ Years Customer service or fraud operations experience
• 1-2 years Managing or leading teams in fast paced environment
• Able to apply a change management process and tools to create a strategy to support adoption of the changes required by a project or initiative.
• Ability to remain empathetic, and compassionate in high stakes emergency situations, and guide customers to effective solutions.
• Excellent written and verbal communication skills to effectively manage employees including a structured communication process to filter information throughout the organization.
• Able to identify trends that support improved customer service, operational efficiency or employee engagement and elevate them to the correct stakeholders.
• Sets clear expectations for job assignments. Writes and monitors employee goals. Holds employees accountable for job responsibilities and achieving goals. Reward employees for doing a good job. Mentor, coach and discipline employees when necessary.

• 2+ years working in or managing a team with a focus on account security and/or online fraud.
• Experience leading cross-functional initiatives or process improvements within an organization
• Experience developing Quality Assurance assessments and training curriculums

• Competitive compensation
• Long-term incentive plan with a company performance-based cash payout
• Permanent contract
• Pension plan
• Meal tickets through Cobee
• Generous PTO allowance
• Private health insurance
• Discounted gym membership
• Bring your dog to work (and unlimited puppy time)
• Monetary help for adopting a dog or cat plus yearly credit to use on our platform 
• A wide variety of snacks, fresh fruit, and beverages in our kitchen to keep yourself going 
• Regular team activities, including happy hours, game nights, and more

• In the greater Seattle area the first year salary range is $77,001 - $99,235. 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.