Who We Are

The Farmer’s Dog is the fastest growing pet health service company in the US, and was born from a mission to change the landscape of pet health, providing dogs and their humans with honest, smart, and simple care – a fresh proposition in an industry riddled with manipulative and misleading marketing. We’re starting by radically improving the $100 billion pet food market, replacing bulk bags of highly-processed pellets with a personalized subscription service that sends healthy, freshly-made dog food, balanced by top veterinary nutritionists, directly to customers’ doors. Our ultimate goal is to create innovative, honest, and delightful experiences across all aspects of pet care, and we believe our direct-to-consumer business model, holistic approach to growth, and dynamic and forward-thinking culture uniquely position us to shepherd this backwards industry into the future. 

To date, The Farmer’s Dog has delivered hundreds of millions of 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 our 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

You’ll partner with key collaborators within the CX department to provide strategic insight into CX data and associate performance. You’ll report into the Director, Workforce Management on delivering insight into contact center metrics, build and validate reporting on critical metrics and provide partners with accurate and practical data, scheduling and adherence tracking, spend time diving into performance metrics, process efficiency, and pain points that can be focused on to improve the overall customer experience.

How You'll Make An Impact

• Performing data analysis tasks such as data validation, building reports for CX, identifying trends, and providing recommendations for action based on findings.
• Building and defining data accuracy across CX reporting needs and key performance indicators.
• Owning weekly reporting requirements for Weekly Business Review and Agent performance metrics.
• Identifying big-picture trends across multiple lines of business within CX and work with cross-functional partners to get results.
• Finding drivers and solutions to issues and matching findings from different sources to improve SLA’s and drive efficiency.
• Designing, owning and delivering complex reporting and analysis solutions to provide rich insights on CX data, processes, performance, and quality.
• Conducting deep-dive analysis, maintain, and review new and existing reporting/models ensuring accuracy using Excel, GBQ, and internal WFM Tools.
• Sharing knowledge and insights from reporting, analysis, and tool rollouts with business leaders within CX.

We're Excited About You Because

You enjoy using new technologies to address business problems, improve processes, and report on both agent and customer metrics. You thrive on the opportunity to encourage multi-functional teams and build an environment of constant innovation.

You’re not afraid of timelines, complexity, or ambitious priorities, and course correct with ease. You’re very organized and efficient. A fast-paced environment gives you energy, and you Play Team for partners count on.

You’ll need to have:

• Bachelor’s degree or 3+ years of Workforce Management experience.
• 3+ years of work experience with Customer Service data analytics.
• 4+ years of Customer Service work experience.
• Experience with Microsoft Office Suite and Google’s G-Suite (Sheets and Slides).
• Experience with HR Tools/WFM Software/Google BigQuery/SQL.
• Strong skill of Excel formulas (e.g.,Ranges, VLOOKUP, pivot tables, and conditional formatting).
• Strong verbal and written communication skills and the ability to communicate data-based information effectively and concisely with all levels of the business.
• Project Management experience is a plus.
• Experience analyzing data, building reports and presentations, and finding opportunities based on critical metric trends.

Even better if you have one or more of the following:

• Excellent critical thinking and decision‐making skills.
• High professional standards for service, confidentiality, and quality of work.
• Ability to work effectively under tight time constraints and deliver accurate results.
• Ability to work independently without close supervision and effectively manage multiple priorities and timelines.

Candidates must be within a commutable distance of Fort Lauderdale, FL or Nashville, TN.

A Few of Our Best Benefits

• Dog-friendly office located in Nashville and Fort Lauderdale (upon 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

• Discounted fresh food for your pup
• Your pet interrupting video calls (and in-person-meetings) is now a feature, not a bug