Customer Experience Director
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.