Customer Experience Director

| Greater NYC Area | Hybrid
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The Farmer’s Dog is revolutionizing the pet food industry. In an industry with no regulations, constant recalls, and rampant misleading advertising, The Farmer’s Dog is here to be the hero brand that all pet parents have been waiting for. After decades of big brands only innovating on marketing and making zero improvements to the quality of their food, we decided to make a change. As the first ever health focused innovation in the pet food industry, The Farmer’s Dog is utilizing its proprietary technology to create the healthiest food for dogs by delivering freshly-made human-grade food to our customers within days of cooking. Our meal plans are vet-developed, personalized, and pre-portioned specifically for each dog.

We launched after our co-founder’s battle to cure his dog’s stomach issues illustrated the power of fresh food. After testing every pet food on the market without success, Brett resorted to a fresh, home-cooked diet at his vet’s recommendation. The results were staggering — Jada was cured. Once he realized how poor the state of commercial pet food was, he team up with Jonathan to develop a fresh alternative and create the product they wished existed for their own dogs (and dogs everywhere).

Utilizing smart technology and an innovative business model, we are bringing peace of mind to our customers, health to their companions, and fundamentally changing the way people think about feeding their pets.

Our investors have also backed companies like Dollar Shave Club, Warby Parker, Glossier, Casper, and Sweetgreen. We expect only “dream job” applicants, please. #mustlovedogs

THE ROLE

At The Farmer’s Dog, a personalized customer experience is at the heart of everything we do. Our customer experience team is dedicated to delivering the best experience at every stage and incorporating valuable feedback from beloved customers to improve our service. We are looking for an energetic and passionate leader and dog lover to strategically manage and scale a team of talented and equally dog obsessed associates and team leads. Our ideal candidate is warm but highly analytical, cares deeply about customer centricity, and is genuinely passionate about problem solving and making (dog) people happier. You’ll create and execute our operational strategy as we grow, while developing a deep understanding of our customer journey and user workflow.

RESPONSIBILITIES

  • Scale and manage our in house CX team and third party vendors
  • Take full responsibility for team performance as well as overall team happiness / engagement
  • Oversee training and development for Managers, Leads and Customer Experience Associates . This includes new hires as well as ongoing training.
  • Benchmark current state KPIs to identify process improvement opportunities and utilize data to understand the scope, impact, and priority of projects
  • You will be responsible for strategically and successfully implementing innovative customer strategies (tech, process, and people)
  • Develop clear metrics and visibility into results against key priorities to ensure we have a solid understanding of individual customer
  • Align with leadership to stay ahead of business growth to ensure we are positioned for success.
  • Create and manage complex upstream/downstream workflows that were iterated for continuous improvement

QUALIFICATIONS

  • Strategy or Management Consulting experience (preferred)
  • Proven track record of taking ownership and driving results, 6-8+ of experience
  • Experience leading, inspiring and developing teams
  • Ability to think strategically and tactically within a dynamic, fast-paced organization
  • Process-oriented, deeply quantitative and analytical
  • Skills and ability to rapidly build and scale high-performing teams in a fast-paced environment
  • Work with a high sense of urgency and are adept at prioritizing your time.
  • You are a highly-motivating and contagiously enthusiastic individual
  • A bachelor’s degree.

PERSONALITY REQUIREMENTS

  • You are: a leader, passionate, motivational, driven
  • You must: play nicely with others (humans and dogs). Prefer dogs to other species.

Benefits

Health, dental, avocado toast, puppies.

Beat that, Google.

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Technology we use

  • Engineering
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • PostgreSQLDatabases
    • GCPDatabases

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

Culture and Values Manager

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 Employee Experience and DE&I

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

Director of Retention & Lifecycle

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 & Chief Culture and Values Officer

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

Dog-friendly office in Greenwich Village
Discount on TFD food for your pup!
Comprehensive Healthcare, Dental, and Vision
401(k) with competitive company match
Unlimited vacation & sick days
Flexible work-from-home policy
Team outings, coffee always brewed fresh, and a strong breakfast and snack game

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.
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity employee resource groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Pet friendly
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Continuing education stipend
Customized development tracks

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