Business Analyst, Customer Experience at The Farmer's Dog

| Greater NYC Area
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Who We Are

The Farmer’s Dog was created to radically improve the $90 billion global pet food industry — starting with a subscription service that sends freshly-made food directly to customers’ doors. Long term, our aim is to simplify every part of pet care, bettering the lives of the animals who make our lives better. We recently raised our Series C, bringing our total funding to over $100M. We're backed by the early investors of Warby Parker, Dollar Shave Club, Sweetgreen, and Glossier, and are aiming to build a company as healthy as the dogs we feed.

Join The Farmer’s Dog team as we continue to figure out ways of bringing peace of mind to customers, health to their companions, and much-needed change to the way people feed and care for their pets. 

#LongLiveDogs

Where You'll Come In

As a Business Analyst, you will be assigned to act as the CX point-of-contact on various projects and initiatives with downstream impacts to our customers and/or CX organization - led by other departments across The Farmer’s Dog. It will be your responsibility to fully understand the customer/CX impacts, obtain all necessary artifacts, and identify vital work required to prepare for a successful implementation. Among many other things, this includes crafting new processes/workflows, setting up new internal CX tools, collaborating with the CX Training team to develop job aids and training materials.

No two days are ever the same for the CX Strategic Operations team. And that ever-changing landscape excites you!

How You'll Make An Impact
  • Act as CX point-person in working with other departments and internal CX teams to prioritize and lead project planned and unplanned initiatives, feature releases, process changes, and product launches (“projects”)
  • Anticipate and vocalize any possible points of customer confusion that could result in an increase in inbound CX tickets and represent customer expectations to always be mindful of efficient customer happiness
  • Ensure all necessary modifications have been made to impacted tools, processes, workflows, shortcuts, and any associated documentation
  • Provide all necessary assets (e.g. images, critical verbiage, important dates) to CX Internal Communication and Training teams
  • Coordinate with CX Internal Communication team to disseminate all pertinent information through the proper communication channels
  • Work with the CX Data Analyst and/or TFD Data teams to measure and report back on project progress and results
  • Help establish a process for all TFD departments to follow in order to properly bring CX into all planned projects with customer and CX impacts for improved coordination
  • Constantly seek ways to improve our CX processes, tools, and methodologies to strengthen our teams’ metrics, efficiencies, and productivity by analyzing our CX team’s data, networking with other CX leaders, attending conferences, and staying in-tune with industry trends and knowledge
  • Conduct vendor analyses to select tools (e.g. AI, MLS, deflection tools) that are best suited for our current and future CX requirements
  • Work with all internal and external teams to implement selected tools and processes with minimal interruption to CX Production
We're Excited About You Because
  • Educational background in either business, data analytics, computer science, statistics, mathematics, or a finance related field
  • 2+ years of management consulting, customer support, and contact center operations experience, project management
  • Strong experience in Google Suite, MS office
  • Preferred experience with BI tools such as Looker, Tableau, etc.
  • Familiarity with applying Process Improvements Methodologies and leading high-impact continuous improvement initiatives; Lean Six Sigma certification, preferred
  • Obsessed with customer satisfaction and putting the customer first in all solutions
  • Works well with others, while also being a strong individual contributor
  • Self-guided and self-motivated to complete assigned tasks to meet deadlines
A Few of Our Best Benefits
  • Brand new dog-friendly office in Greenwich Village (upon a safe return-to-office!)
  • Market-competitive compensation and equity packages
  • Comprehensive Healthcare, Dental, and Vision
  • 12 week paid parental leave
  • Flexible PTO and (when in office) WFH policy
  • Discounted fresh food for your pup
  • Strict daily belly rub quota
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Technology we use

  • Engineering
    • JavascriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks

Location

The Farmer's Dog is located in the heart of Greenwich Village right by Washington Square Park and NYU!

An Insider's view of The Farmer's Dog

What’s the vibe like in the office?

It's so refreshing to be able to walk into my job knowing that I'm truly making a difference. Every person on our team believes in our product and mission, so motivation and passion comes organically. Did I mention that our office is full of dogs?

Matt

Customer Experience

What projects are you most excited about?

We are changing the way people think about pet food by delivering fresh, healthy meals for dogs in personalized meal plans. Supply chain is exciting because it's basically the key differentiating factor for how we can be the most cost efficient, really impact the consumer experience for the better, and always make sure the dogs get fed.

Sana

Head of Operations

How does the company support your career growth?

I feel a crazy opportunity to grow my career the way I want to at The Farmer's Dog. We are encouraged to take risks and are surrounded by genuine, loving, and compassionate people. The culture is supportive of both dog and human health and wellness, and I love that I get to help dogs live longer lives with my dog, Emmy, by my side.

Adrian

Growth Manager

What is your vision for the company?

The Farmer's Dog is on a mission to change the way people think about feeding their pets. Our goal is to educate & give people the tools to give their pets the healthiest diet. We believe that once the world is educated about fresh food, people will stop feeding their pets processed food and the life expectancy for the entire species will increase.

Brett

Co-Founder & Head of Community

What does your typical day look like?

As CEO, I spend my days making the hard decisions, hiring the best people, protecting the team, and making sure the company is financially sound. I also get to choose which dogs are allowed in the office (all of them).

Jonathan

Co-Founder & CEO

What are The Farmer's Dog Perks + Benefits

The Farmer's Dog Benefits Overview

Brand new dog-friendly office in Greenwich Village
Discount on TFD food for your pup!
Comprehensive Healthcare, Dental, and Vision
Unlimited vacation & sick days
Flexible work-from-home policy
Team outings, coffee always brewed fresh, and a strong snack game (avocado toast always)

Culture
Partners with Nonprofits
We love partnering with rescue organizations, adoption centers, and other organizations who are as passionate about dogs and dog people as we are.
Friends outside of work
Eat lunch together
Whether we're ordering in, going out, or bringing our own, we take lunch seriously.
Team owned deliverables
Group brainstorming sessions
We love a good offsite and have regular all-hands meetings led by the co-founders.
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
Company Equity
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
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