Customer Service Site Director

Job Description

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.

#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 our Nashville Customer Service (Customer Experience "CX") Site Director, you will join a customer-centric culture that obsesses over creative problem-solving with a spirit of collaboration, empathy, and curiosity.

How You'll Make An Impact

In this role you will guide an organization of over 150 (and growing fast!) CX Associates, Group Leads and People Managers to deliver an outstanding customer experience. You will partner effectively with other CX areas including training, recruiting and continuous improvement. You will leverage your experience in workforce management to continuously refine our staffing models, hours of operation and performance management capabilities.

Especially important to us is your ability to build meaningful employee engagement and foster a positive and productive culture through enthusiastic leadership. We are looking for a true leader of all people, sensitive to an ever changing workforce. You understand that listening is an active skill - one you use to understand and deepen relationships. You will embrace our company values and all colleagues, no matter their experience level or role, to share their experiences with the team so everyone can grow their awareness and understanding.

You will have your finger on the pulse of the conversations flowing through the center and thus be able to serve a voice of the customer feedback loop to the business based upon your own observations and backed up by data.

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.

We're Excited About You Because

• 7+ years of experience in leading call center site operations in a high-growth environment
• Experience leading front-line teams of 200+ service consultants
• Experience leading work-from-home customer service teams
• Ability to set strategy and follow through on tactical implementation and execution of initiatives
• Ability to connect with staff at all levels and provide hands on enthusiastic leadership to effectively manage change
• Proven experience leveraging technology to optimize customer operations
• Experience managing workforce planning in a multi-site and high growth environment
• Experience utilizing and implementing enabling technology (i.e. CRM applications) to drive process improvement
• Ability to use data and analysis to drive decision making
• Ability to thrive in a fast-paced and dynamic environment, highly comfortable with ambiguity
• Provide ongoing insight into customer feedback to ensure the customer journey is effectively managed and optimized to provide an industry-leading experience for our customers
• Hire, scale, train, and retain our CX group as it grows, providing coaching, constructive feedback, and professional development in alignment with TFD company culture
• You lead with empathy, by putting yourselves into the shoes of others and giving space for compassionate reflection and response

Our Ideal Candidate Will Also Have

• A degree in Psychology and/or demonstrable experience in organizational development or a related field
• Certification in change management methodology (e.g. PROSCI) is a plus
• Demonstrable experience supporting an organization through cultural transformation and/or periods of extreme growth

A Few of Our Best Benefits

• Brand new dog-friendly office located at Center615 in Nashville (upon a safe return-to-office!)
• Market-competitive compensation and equity packages
• Comprehensive Healthcare, Dental, and Vision
• 12 week paid parental leave
• Competitive 401k plan with company match
• 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

#LI-JF1