People Manager, Customer Experience

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

We are in search of a People Manager, CX to join the Customer Experience team at The Farmer’s Dog. The primary role of the People Manager is to train, coach and mentor their Group Leads and Associates.  In this, they are directly responsible for focusing their groups on delivering exceptional customer support- our top priority. Our people leaders should expect to spend time on initiatives that will enhance employee and customer experiences. Importantly, they will also support our associates and leads by handling raised issues, reducing our customer’s level of effort, and improving first contact resolution in all channels.

A successful People Manager should have the ability to proactively identify and solve problems. They will be able to mentor and help with career roadmap planning for both Group Leads and Associates. A People 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.

People Managers will be expected to instill their direct reports 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 QA process driven in large part by the groups themselves, participate in ticket handling calibration sessions and provide guidance to all on standard processes.

The schedule is Friday to Monday, with a minimum of 40 hours per week. This role follows a 4x10 schedule, with start times varying between 10:00 AM and 12:00 PM based on coverage needs

How You'll Make An Impact

• Coaching and Mentoring
• Implement effective CX procedures, policies, standards and best practices
• Provide structured feedback to your Group Leads
• Coach to higher efficiency while building morale
• Create a continual learning environment by mentoring team members; hire and train new CX Associates, and develop weekly and hourly agent schedules based on business needs
• Facilitate training and coaching sessions directly to your associates in coordination with your Group Leads
• Apply strong de-escalation skills to assist customers in need, resolving any raised customer concerns in a timely manner
• 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
• Provide real time mitigation for service disruptions
• Fulfill the duties of a Daily “Manager on Duty”
• Systems and Processes
• Highlight trends and patterns from customer inquiries, injecting positive change across the business with creative tools to aid customers
• Serve as an experienced, seasoned leader who takes ownership of their multiple groups’ results, such as FRT, AHT and CSAT, 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

We're Excited About You Because

• You have 5 years of management experience, with several in a managerial capacity or a history of continuous leadership growth within a CX organization
• ​You have a solid understanding of managerial best practices, building training programs, and proven 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

Our DEI Philosophy:

Our company’s mission is rooted in deep, genuine care for dogs – and for the people who love them. As an organization we are full of individuals who are unique in many ways, but all united in a mission of providing true peace of mind to dog lovers everywhere. Fixing this industry and improving the lives of pets and their people will be a difficult, decades-long endeavor. We believe the best use of our time, energy, and resources as a collective team is to focus on this mission, and on supporting our team to do their best work and be their best selves. In support of this we’re committed to hiring and supporting a diverse workforce, and investing in internal structures, opportunities, hiring/promotions processes, and training that create and sustain an inclusive team. We strive to provide an experience at TFD that will be invested, meaningful and memorable as we progress on the journey to reimagine how we feed and care for our pets.

A Few of Our Best Benefits

• Dog-friendly office coming to Florida
• 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