Customer Experience Quality Assurance Manager

Who We Are

The Farmers Dog was born from a mission to change the landscape of pet health providing dogs and their humans with honest smart and simple care. Were starting by radically improving the $90 billion pet food industry replacing bags of highly-processed pellets with a personalized subscription service that sends complete and balanced freshly-made dog food directly to customers doors. Our ultimate goal is to create innovative delightful and personalized experiences across all aspects of pet care and we believe our direct-to-consumer business model holistic approach to growth and dynamic culture uniquely position us to shepherd this backwards industry into the future.

To date The Farmers Dog has delivered over 1 billion meals nationwide and raised over $150M in funding to help us build a company as healthy as the dogs who are eating those meals. Join us as we continue to develop 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

What We Stand For and Where Youll Come In

Were seeking a Quality Assurance Manager to lead our CX QA group an essential function that empowers our agents to deliver iconic care. QA goes beyond compliance and checklists; its about redefining how we evaluate customer interactions by leveraging insights and strategic quality frameworks to deliver memorable consistent service at scale.

In this role you will shape the vision and impact of our QA program align the organization around what quality means at The Farmers Dog and drive the resolution of the highest-impact opportunities to elevate the customer experience. You will continuously enhance the frameworks we use to gather insights and feedback on customer interactions and associate performance.

Youll also partner cross-functionally to analyze customer interactions and evaluate the effectiveness of L&D-led trainings workflow improvements and product launches.

Youll spearhead initiatives that go beyond traditional QA driving innovation developing systems that elevate quality standards and ensuring every customer interaction meets our highest expectations.

One Team: We dont think of ourselves as Acquisition Marketers Engineers Data Analysts or Product Managers. Beyond denoting skill sets and areas of expertise we dont think departments matter. Wed rather align ourselves to the goals were working to achieve and make sure we have necessary subject matter expertise to drive meaningful impact. We strive to orient ourselves around customer problems TOGETHER getting the right people with the right context in the right rooms/Zooms to solve problems holistically.

We are skeptical about everything and precious about nothing: Ideas can and should come from anywhere and we arent tied to our proactively source talk to our customers and leads regularly and are quick to change course if we know theres a better or more impactful way to solve problems.

We consider the customer journey in all of our decisions: We know that no interaction exists in a silo and therefore understand how important every single one is. We ensure our strategy sets prospective and new customers up for success and drives long-term retention. We answer questions and address problems early and proactively. We understand the value of different channels initiatives and messages and know how to articulate impact and advocate for prioritization holistically.

We Execute For Impact: We dont subscribe to best practices or industry KPIs. Were uninterested in how we compare to benchmarks; instead we orient ourselves around being the best we can possibly be. Similarly we dont subscribe to rigid or classical expectations of roles i.e. acquisition is hyper-focused on improving customer retention and experience.

We Are Focused and Work Without Assumption: We are not beholden to ideas. We have goals and believe everything beyond that is a series of hypotheses to validate. To that end we seek to work in sequence and not in parallel. We constantly ask ourselves whats the most important hypothesis I should be working on right now How do I confirm or reject that hypothesis as fast as possible. We rarely have timelines/deadlines and are constantly taking in new information and adjusting our priorities accordingly. We dont expect to be perfect the first time.

How Youll Make An Impact

• Own and drive the strategy of our Quality Assurance function ensuring it directly supports CX goals and contributes to customer retention
• Manage the QA Senior Data Specialist(s) QA Lead and stay actively engaged with QA Specialists performance and ensure they have the resources needed to be successful
• Collaborate with CX leadership to define what iconic care looks like and ensure that vision is reflected in every customer interaction
• Create and evolve coaching programs that ensure high-level of grader alignment including but not limited to calibration sessions
• Define and implement strategies for an AI-driven Quality Assurance program harnessing its real-time insights to enhance our coaching efforts for customer-facing team members
• Own the appeals process by regularly reviewing appeal submissions and identify significant agent knowledge gaps and evaluate grader performance
• Work cross-functionally to problem-solve prioritize and implement solutions to identified process gaps knowledge gaps or products
• Establish QA benchmarks and rubrics to provide insightful reports and metrics that are leveraged by Service in performance management
• Maintain expert-level knowledge of TFD CX processes and systems serving as the expert and primary CX point of contact for QA tools while collaborating with ProgEng and DSI to ensure needs are met
• Update existing QA rubrics calibration processes coaching plans and materials based on hands-on experience CX associate feedback data analysis and industry insights
• Establish and oversee productive coaching methods to allow all CX department members a helpful and judgment-free way to obtain help
• Ensure CX has the resources to understand the QA programs impact including standard rubric and criteria definitions tooling instructions rubric application grader workflows and performance expectations
• Train new CX Associates on the objectives and function of our QA program

Were Excited About You Because

• Have 3-5 years of experience in customer service and experience in Quality Assurance or conducting conversation review preferred
• Are not just a QA expert youre a strategic thinker and systems builder who sees the big picture
• Are an impactful people leader ready to manage direct reports and the program strategy
• Are an agile learner who can quickly master new technology and processes
• Have demonstrated excellence at collecting and analyzing data to drive insights to stakeholders that reduce churn and improve the customer experience
• Are an expert at building relationships with colleagues and use strong communication skills and emotional intelligence to be an effective coach and communicator
• Excel at managing projects from concept to completion
• Will constantly question existing processes and tools to find opportunities for continuous improvement
• Value and leverage misunderstandings and misalignments as areas of opportunity and to learn from new perspectives
• Lead by example and have a no task is ever too big or too small for us to all work together and contribute for the collective good mentality
• Have strong writing skills
• Thrive with change and are detail-oriented organized and collaborative team player

Office Guidelines

We are an in-office culture made of in-office people who thrive on the collaboration and magnetism of working in a shared space. We are seeking individuals who excel in this type of environment where being present fosters deeper connections and engagement.

Our Belonging Philosophy:

At TFD we believe Belonging is a shared commitment to creating a workplace where every person feels respected valued and empowered to be themselves. When people feel a true sense of belonging they do their best work take smart risks and bring forward diverse perspectives leading to stronger decisions and deeper relationships.
We anchor this belief in a simple phrase: Everyones welcome at the dog park. No matter your background identity or role theres space for you here. Theres no one way to show up at the dog park just shared space mutual respect and the freedom to be yourself. Being included is just the beginning its about contributing your voice growing through challenges and building trust through shared goals. This philosophy guides how we lead how we hire how we communicate and how we grow.

We continuously evaluate to ensure we are creating a consistent experience that cultivates belonging for all employees from hiring and performance reviews to talent development. We also believe Belonging happens in everyday moments of connection; lunch with a new teammate a shared laugh or a quick story about your weekend. Our structure includes biannual employee surveys manager training TFD camps and support from Humans to ensure were listening and learning from our Team.

Together these efforts reflect what Belonging means at TFD: a culture where everyone can thrive.

A Few of Our Best Benefits

• Dog-friendly office in Nashville and Boca Raton
• Market-competitive compensation and equity packages
• Comprehensive Healthcare Dental and Vision
• Company supported mental health benefits
• 12 week paid parental leave
• Competitive 401k plan with company match
• Flexible PTO
• Discounted fresh food for your pup
• Your pet interrupting video calls (and in-person meetings) is now a feature not a bug

We commit to building a competitive compensation package and company environment for all individuals to thrive. We believe in competitive base compensation rooted in location specific market data and performance along with equity ownership in the company that allows every team member to build their personal wealth as the company grows just as much as we believe in fostering a culture that supports our team members personally professionally and addition to your base compensation offer you will also receive equity ownership in the company. More information about the value of this equity will be shared at the time of offer.

Equal Employment Opportunity Statement

The Farmers Dog Inc. is an equal employment opportunity employer and does not discriminate in hiring on the basis of sex gender identity sexual orientation race color religion creed national origin physical or mental disability protected veteran status or any other legally protected characteristic or status. For more information please visit Know Your Rights.

Reasonable Accommodations

TFD complies with applicable federal state and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process to perform essential job functions and/or to receive other benefits and privileges of employment please contact.