Head of 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 C, bringing our total funding to over $100M. We're backed by the early investors of Warby Parker, Dollar Shave Club, Sweetgreen, and Glossier, and are aiming 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

The Farmer’s Dog is on a mission to help channel the unconditional love we have for our pets into uncomplicated care. Central to that mission is our customer experience. As the beating heart of our brand experience and every customer interaction, our CX team relentlessly seeks 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 Head of Customer Experience, you will join a customer-centric culture that obsesses over creative problem-solving with a spirit of collaboration, empathy, and curiosity. Your goal is to oversee the strategy, planning and execution of the customer experience function, providing the best possible service to our customers across multiple channels and transforming the foundation of our already beloved team into a scalable engine of customer understanding, effective communication, and an avenue for growth. That will require working cross-functionally to drive experience improvement and evolution across the customer journey, and empowering a team of 100+ to build and deliver knowledgeable and personalized care to our customers and their dogs to drive happiness and retention. Ultimately, we want to become the most beloved pet care brand in the world, and this position will play a meaningful role in helping us get there.

How You'll Make An Impact
  • You will set a vision for the end-to-end customer experience, the CX team, its culture and how it operates, and build a concrete cross-functional plan to get there
  • You will ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey
  • You will develop and implement the strategy to scale, staff and design our best-in-class CX Team across multiple locations and third parties ensuring streamlined processes and change management, high quality service and continuous improvement across our CX organization Hire a strong team that drives outstanding service and efficiency, surpassing our critical metrics and managing costs. You will be a role model and leader in the organization.
  • You drive and share VOC and customer experience analytics and use customer insights and feedback to advise strategy and critical decisions across the company
  • You are focused on how we can facilitate an excellent customer experience by analyzing opportunities and friction points, challenging the norms and driving the changes cross-functionally required to create thoughtful, enlightening experiences for every customer.
We're Excited About You Because
  • You have 15+ years working within customer-centric organizations in the direct-to-consumer space
  • You have 7+ years in a leadership role within Customer Experience or Customer Service.
  • You're experienced in leading, resourcing, and building large-scale teams in the field - experience managing hourly/non-exempt workers in operations or service teams preferred
  • You have demonstrated ability to operate successfully in a time-sensitive and fast-paced environment
  • You have experience demonstrating data insights to improve customer experience
  • You have project management skills and experience in implementing successful product launches
  • You have strong financial acuity to ensure we are managing costs as we continue to scale
  • You have a personal passion for community and are motivated to encourage others by a deep connection to The Farmer Dog’s mission and core values
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
  • 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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