Director, 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. 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.

#LongLiveDogsWhere You'll Come In

We are looking for a talented and enthusiastic Director of Customer Experience (CX) who can easily collaborate across disciplines in a high-speed environment to turn insights and requirements into impactful conversational and user experiences, in a DTC business, that tap into how we as people are hard-wired to communicate and interact in the digital world.

This is an opportunity to use your leadership skills and CX powers to create streamlined customer experiences while helping dogs live healthier, happier, and longer lives.

How You'll Make An Impact

At the highest level, you will identify, prioritize, and implement customer experience improvement opportunities across multiple channels. Through customer decision data you will build a customer experience roadmap that addresses pain points and opportunities to ensure experiences are seamless, integrated and aligned. You will prioritize these improvements within the business, recommending innovative service solutions to ensure a crafted customer experience. You will be responsible for providing performance feedback, coaching and mentoring all levels of Customer Experience staff, from Senior Managers, function heads, Managers, Leads and Associates, and developing talent with the goal to continuously raise team performance.

In addition, you :
  • Have passion for, and understanding of human-centered design processes, structured thinking, and service design principles
  • Will create a vision that can be communicated to The Farmer’s Dog leadership teams, front-line Associates, and cross-functional leads
  • Possess a proven track record to turn customer-centric strategies into executable tactics that can be embedded and scaled within a CX organization
  • Will improve the experiences of both the customer and employee by designing, aligning, and optimizing a business’ resources, operations, and capabilities to better support customer journey
  • Deliver in a key leadership role, defining how the organization uses CX as a function of growth (funneling insights and feedback into other teams) and to establish a closed loop feedback process that ensures continuous improvement in the front-line Associate’s experience
  • Will design high impact conversational experiences for The Farmer’s Dog customers that will span devices, channels, and modalities
  • Provide strategic guidance on design deliverables, including customer and agent personas, sample dialogues, and conversation flows
  • Will coordinate with Data Science and Insights teams to perform impactful research efforts across design phases, and translate insights into actionable recommendations and design
We're Excited About You Because
  • You have 10+ years of experience optimizing customer service, sales and employee engagement programs and organizations
  • Expert at building relationships with colleagues, customers and vendors alike
  • Strong public speaking skills with an ability to tailor messaging based upon audience
  • Adept at inspiring staff and managing creative risk taking
  • Deep experience in Conversation Design, User Experience Design, or Content Strategy
  • Well-honed conflict resolution and negotiation skills, with a proven ability to align key stakeholders in a growth environment
  • Experience developing innovative continuous programs using adult learning principles and innovation, e.g., augmented reality, digital enabled coaching tools, call calibration workshops, etc.
  • You have agency and/or client-side experience leading building customer journeys viewed through a customer experience lens across omni-channels
  • You have a passion and love for dogs and dog people
  • A true builder who loves to identify talent and assemble agile, nimble teams that deliver on the needs of the business.
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 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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