PR Manager, Brand Reputation

About the position

Rover is seeking an experienced Communications/PR Manager (Brand Reputation) to join our PR team, focusing on building and protecting brand trust. We're seeking a public relations professional who can drive high-visibility communications for various trust-related communications opportunities. You will manage Rover's crisis communications program, and external responses to complex issues and escalations and work across the organization to drive initiatives to increase trust in the brand. Reporting to our Senior Brand Reputation Manager, this role will be a driving force in developing and managing external and internal trust and safety communications and campaigns. Successful candidates will have experience getting in the weeds on policy and processes, conducting investigations, serving as an on-the-record spokesperson, developing policy recommendations, solving puzzles, writing carefully crafted and strategic messages for various audiences, and bringing together cross-functional leaders to drive alignment and impact for cross-functional projects and ideas. Previous experience working closely with customer support/operations teams is required and will also be key to success. The right candidate has excellent media relations skills, including handling sensitive and escalated issues, can drive alignment across teams and collaborate effectively, has a proven track record supporting high-visibility initiatives, and is passionate about pet care and the Rover brand.

Responsibilities

• Execute Rover's crisis communications program, managing and addressing incoming media queries and working directly with members of the media in high-leverage situations
• Investigate issues and drive alignment across teams, including Growth, Trust and Safety, Operations, and Legal
• Develop and manage media relations programs that authentically tell Rover's brand story and build trust among customers and consumers
• Collaborate and drive cross-team alignment on internal policies and practices
• Create and manage crisis communications plans
• Act as a crucial steward of Rover's brand story
• Partner closely with the customer support team on policies and issues in service of excellent customer experiences
• Develop proactive campaigns to drive trust in the brand

Requirements

• 5+ years of experience in PR/Communications or 5+ years of experience in crisis communications, including crisis/incident management
• Bachelor's degree or higher
• A track record of successfully managing high-stakes issues and associated media relations
• Experience being an 'on the record' spokesperson
• Skilled at crafting public statements
• Excellent communication (written and verbal) skills, including for external and internal audiences
• Demonstrates excellent judgment and situational management during high-visibility, high-pressure, and fast-moving situations
• Exceptional level of integrity and empathy, and the ability to maintain the confidentiality of highly sensitive material
• Skilled at aligning cross-functional stakeholders against key decisions, including internal and agency partners
• Experience managing external agency support
• Inquisitive and solutions-oriented mindset
• Investigative and research skills, including gathering background, and contextualizing complex situations, often at a rapid pace
• Experience applying best practices related to issues management
• Tracking team metrics and implementing improvements to tracking and reporting processes
• A high degree of accuracy and attention to detail
• Excellent multi-tasking skills and ability to set own priorities
• Willingness and ability to work limited nights and weekends due to the nature of the work, as needed

Nice-to-haves

• 3+ years of experience in the marketplace, trust and safety, or consumer technology space preferred but not required

Benefits

• Competitive compensation
• 401k
• Flexible PTO
• 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
• 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