Senior Manager, Customer Service

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

We are in search of a Sr. Manager CX to join the Customer Experience team at The Farmers Dog. The primary role of the Sr. Manager is to provide leadership coaching training mentoring and development of their this role they are directly responsible for an organization of 150 team members where they will ensure all Managers and Leads are focused on building high-performing teams while demonstrating the values of The Farmers Dog. Specifically they will be ensuring coaching for performance is exceeding standards by delivering an exceptional customer experience. They will also help lead the organization by ensuring we create an amazing employee experience through thoughtful engagement activities.

A successful Sr. Managers should have the ability to proactively identify and solve problems. They will be able to mentor and help with career roadmap planning for both Managers and Leads as well as CX Associates. A Sr. Manager is an exceptional communicator and collaborator; they understand that their strength is to bring people together to provide the best solutions for the tasks at hand. Key partners for this role include the following teams: Innovation Humans Employee Engagement Learning Quality WFM Analytics as well as other operational leaders within the organization.

Sr. Managers will be expected to instill their direct reports (Managers) as well as their organization (Leads and Associates) with a sense of ownership for their individual and group results. They should be able to report out weekly accomplishments key results and progress towards objectives. They will oversee a number of key performance metrics designed to deliver a truly memorable experience for our customers. This role will report directly to our SVP Customer Experience.

*This role will primarily be filled during our core business hours of 9-6 Monday through Friday but will require regular rotations of on-call or Manager on Duty periods for weekends and extended hours. As the Farmers Dog is growing quickly its likely that CX hours of operations will expand to meet the needs of customers. People Managers will be expected to flex to work additional hours as needed.*

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

• Leadership
• Ensure all key departments within the location are working collaboratively to drive customer and employee satisfaction
• Build and develop a high-performing team focused on both the customer and employee experience
• Operate at depth to understand data and insights to drive improvements for both customers and employees
• Coaching and Mentoring
• Implement effective CX procedures policies standards and best practices
• Provide structured feedback to your Managers Leads and Associates
• Coach to building customer loyalty while building morale
• Ensure effective coaching is being done through the entire organization they lead
• Create a continuous learning culture that drives loyalty and engagement
• Front Line
  • You always know what to say and how to say it to de-escalate a situation
  • You close the loop with the last person who spoke with the customer to help them see how to handle the situation in the future
  • Makes bold decisions and acts decisively in the moment to quickly resolve issues when time is a factor
• Operate at depth knowing and understanding all roles within the organization
• Handle customer inquiries including escalations while utilizing strong de-escalation skills to assist customers in need resolving any escalated customer concerns in a timely manner
• Provide real-time mitigation for service disruptions
• Systems and Processes
• Highlight trends and patterns from customer inquiries injecting positive change across the business with creative tools to aid customers i.e. #SeekBetter
• Serve as an experienced seasoned leader who takes ownership of their multiple groups results such as FCR QA Customer Retention by driving behavior changes and processes that then improve those results.
• Able to identify (and propose remedies for) current system gaps implementing solutions that streamline workflows and making the day-to-day less stressful and more enjoyable for associates
• Work with functional leaders to understand their key business metrics and improve performance against those measures via CX; for example partner closely with our Product team to enhance and improve processes for the best customer experience

Were Excited About You Because

• You have 10 years of management experience with several in a managerial capacity or a history of continuous leadership growth within a CX organization
• You have led a large organization and understand how to operate at depth while also building strong leadership teams
• You have a solid understanding of managerial best practices building training programs and demonstrated empathy
• You have a strong background in synthesizing & analyzing data
• You are process-oriented knowing how to define goals & measure success
• You have solid command of CRM platforms and customer experience tools
• You have an impeccable attention to detail
• You have strong communication collaboration and interpersonal skills
• You have a strong ability to prioritize multiple projects and quickly adapt in an evolving environment
• You have an infectious positive attitude
• You are able to thrive in a fast-paced and ambiguous environment naturally curious and proactive self-starter constantly on the lookout for new opportunities and solutions
• Youre an owner have excellent problem-solving skills and can prioritize tasks effectively with a strong attention to detail
• You are detail-oriented and proactive you thrive as a self-starter and excel in managing multiple projects simultaneously
• Youre a skilled communicator and have the ability to absorb and distill complexity into simple terms to drive decision making.
• You love dogs.

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
• 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.