Director, Customer Experience

| 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 B and are backed by early investors of Warby Parker, Dollar Shave Club, Sweetgreen, and Glossier.

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. 

#mustlovedogs

Where You'll Come In

The Farmer’s Dog is on a mission to help channel the unconditional love we all have for our pets into uncomplicated care. Central to that mission is our customer experience team. As the beating heart of our brand experience and every customer interaction, they relentlessly seek out ways to better understand, and act upon, the needs and feedback from our current and prospective customers (and all the dog people in between). 

As the Director of CX, you will scale and lead our customer experience team to achieve the highest levels of customer issue resolution through delightful, timely, and professional communications with customers. You will have accountability for leading the day-to-day operations of our Customer Experience team as it grows from ~80 individuals to 150+ associates in the next year. With your leadership, the Customer Experience team will continue to meet or exceed both team and individual goals in a highly productive and engaged environment. Ultimately, we want to become the most beloved pet care brand in the world, and this position will play a critical role in helping us get there.

How You'll Make An Impact
  • Lead and scale the team to 150+ CX team members while providing the best possible experience for humans and dogs alike
  • Formulate a long and short-term strategy to scale our best-in-class CX Team across multiple sites in the US, ensuring high quality across our CX organization
  • Optimize our systems and workflows to ensure we meet customer demand; Identify opportunities to improve operational efficiency within the CX support team 
  • Create structure and process to analyze customer contact data (i.e. SLAs, KPIs, CSAT) and use that information to drive improvements to the overall team performance & growth. 
  • Partner with cross-functional stakeholders to launch strategic initiatives and ensure operational preparedness of CX
  • Keep a pulse on all customer support contact channels to ensure that they are properly staffed and constantly evaluate what new channels may be needed to meet ever-increasing customer demands.
  • Stand up reporting, dashboards, and regular status updates on team performance and efficiency, using data to drive action plans, address gaps and celebrate wins.
  • Set our people policies & performance management including interviewing, hiring, training, performance evaluations, and recognition
  • Focus on how we can do better for our customers by challenging the norms and implementing the changes required to create thoughtful, enlightening experiences for every customer
  • Above all else, be an authentic, kind and genuine leader for our largest workforce
We're Excited About You Because
  • 10+ years of senior strategic, customer-centric operating experience in a fast-growth environment
  • 4+ years of experience in leading, resourcing, and building large-scale teams in the field - managing hourly/non-exempt workers in operations or service teams preferred
  • Familiarity with leveraging workforce management, CRM, and analytical platforms. Assembled, Kustomer and Looker, preferred
  • Entrepreneurial spirit or previous experience in early startups. You think outside of the box and are resourceful and fiscally responsible
  • Personal passion for community motivated to inspire others by a deep connection to The Farmer Dog’s mission and core values
  • Willingness to travel up to 40% (Nashville our 2nd HQ)
Benefits
  • Brand new dog-friendly office in Greenwich Village (complete with free-roaming, friendly dogs)
  • Comprehensive Healthcare, Dental, and Vision
  • Flexible PTO and 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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