Business Systems Analyst, CX

| Greater NYC Area | Remote
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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. Backed by the early investors of Warby Parker, Dollar Shave Club, and Sweetgreen, we've raised over $100M in funding and seek 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

We’re looking for a Customer Experience, Business Systems Analyst who can combine their deep knowledge of CX workflows and customer needs with their passion to implement optimal software configurations that enable our CX team to provide outstanding experiences for our customers. 

As a member of the CX Strategic Operations team, you love understanding the inner workings of tools, how to thoughtfully integrate them into a suite of tools, and finding creative solutions to interesting challenges. You may not know how to code, but have some familiarity with system design and can logically think through how technologies work together. Your deep understanding of our CX team’s needs helps you clearly articulate business requirements to technical teams within and external to TFD. 

You always start with the WHAT (understanding the key requirements), in order to create an intelligent and informed HOW - finding solutions that are centered around customer happiness, CX agent usability, and production efficiencies. You enjoy collaborating with other functional areas, but also work well independently to meet deadlines and hit goals. 

You describe yourself as analytical, process-minded, and tech-y and pride yourself on your love for the customer experience!

How You'll Make An Impact
  • Maintain expert knowledge of our CX processes, workflows, tools, systems, and data pathways
  • Manage an ongoing list of CX team’s technical needs based on inputs from various CX teams and levels
  • Act as central point for solving technical issues and drive swiftly to a resolution with minimal service interruptions
  • Supervise and report on performance of tools through a CX lens, including tech bugs reported by the CX Production team and related customer/agent feedback
  • Continuously supervise and analyze identified critical metrics and customer/agent feedback, making recommendations based on data to improve the CX and product performance (website, Customer Account, CRM)
  • Raise status, blockers, and risks to the CX management team when needed
  • Develop mitigation strategies with CX Strategic Ops team, as needed
  • Partner with third party vendors to work through challenges within each tool, optimize our use of the software, and maintain a positive working relationship that includes regular evaluation against a vendor performance framework
  • Lead thorough vendor competitor analyses to select tools and products that fit our needs, budget, and requirements for scale (e.g. Chat, SMS, VoIP)
  • Coordinate and collaborate across both internal and external partners to develop technical solutions and properly integrate systems for a seamless technical ecosystem
  • Work closely with the Engineering and Growth/Product teams on requirements and design development, ensuring a balanced delivery of CX, business and operational excellence and feasibility
  • Collaborate closely with CX Training and Internal Communications teams to advise and educate all CX workforces of planned (or unplanned) technical changes, rollout of fixes, and any required workarounds
We're Excited About You Because
  • 2+ years of project/product management experience
  • Experience using or administering Kustomer, Talkdesk, Looker preferred
  • Solid understanding of JSON, APIs, webhooks, computing languages
  • Analytically driven, with high degree of comfort evaluating and actioning on data
  • Excellent project management and organizational skills with outstanding attention to detail
  • Highly adaptable and able to thrive in a dynamic, fast-paced environment
  • Proactively seeks opportunities for continuous improvement and learning
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
  • Your pet interrupting video calls (and in person-meetings) is now a feature, not a bug
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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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