|
private:thefarmersdog
|
www.thefarmersdog.com
|
boards.greenhouse.io
|
Dec 23rd, 2020 12:00AM
|
Customer Experience Associate
|
Open
|
Customer Experience
|
|
Nashville, Tennessee, United States
|
Nashville
|
TN
|
USA
|
Oct 16th, 2020 12:00AM
|
|
<h3 class="section__header">Who We Are&nbsp;</h3>
<p>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. We recently raised our Series B and are backed by early investors of Warby Parker, Dollar Shave Club, Sweetgreen, and Glossier.</p>
<p>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.</p>
<p>#mustlovedogs</p>
<h3><strong>Where You'll Come In&nbsp;</strong></h3>
<p>Our Customer Experience team sits at the front line of a burgeoning startup that is committed to delivering the best experience at every stage. We're looking for an advocate for our customers –– someone who continuously raises the bar by inventing creative solutions on the fly. In this role, you'll provide exceptional service and build your skills in analytics, UX, sales, and communications.</p>
<p><strong>We are currently hiring for our Tuesday-Saturday and Sunday-Thursday work schedules. Candidates must be available to work all 5 days of either shift.&nbsp;</strong></p>
<h3><strong>How You'll Make An Impact&nbsp;</strong></h3>
<ul>
<li>Deliver exceptional customer service through one-on-one interactions</li>
<li>Leave every prospective and current customer feeling loved and valued</li>
<li>Utilize feedback to improve systems and assist in developing The Farmer's Dog Customer Journey</li>
<li>Track responses and work with product team to develop future improvements</li>
<li>Learn to be a health and nutrition wiz; provide support on dog health, care, and wellness</li>
<li>Participate in cross-functional projects with opportunities for growth, i.e. customer insights, user experience, operations</li>
</ul>
<h3>We're Excited About You Because&nbsp;</h3>
<ul>
<li>You pride yourself on your superior organizational skills.</li>
<li>You're a perfectionist when it comes to your written grammar and communication.</li>
<li>You'll bring an all-hands-on-deck attitude with an ability to remain calm and excel under pressure.</li>
</ul>
<h3>Benefits&nbsp;</h3>
<ul>
<li>Brand new dog-friendly office in Nashville</li>
<li>Comprehensive Healthcare, Dental, and Vision</li>
<li>Flexible PTO and WFH policy</li>
<li>Discounted fresh food for your pup</li>
<li>Strict daily belly rub quota</li>
</ul>
|
|
|
|
|
Dec 23rd, 2020 11:43AM
|
Dec 23rd, 2020 11:43AM
|
The Farmer's Dog
|
|
|
|
private:thefarmersdog
|
www.thefarmersdog.com
|
boards.greenhouse.io
|
Dec 23rd, 2020 12:00AM
|
Senior Manager, Customer Experience Support
|
Open
|
Customer Experience
|
|
Nashville, Tennessee, United States
|
Nashville
|
TN
|
USA
|
Dec 9th, 2020 12:00AM
|
|
<h3><strong>Who We Are</strong></h3>
<p><span style="font-weight: 400;">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. We recently raised our Series B and are backed by early investors of Warby Parker, Dollar Shave Club, Sweetgreen, and Glossier.</span></p>
<p><span style="font-weight: 400;">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</span></p>
<p><span style="font-weight: 400;">#longlivedogs</span></p>
<h3><strong>Where You'll Come In</strong></h3>
<p><span style="font-weight: 400;">As the Senior Manager, Customer Experience Support</span><span style="font-weight: 400;">, you will scale and lead our Customer Support team to achieve the highest levels of engagement and customer issue resolution, supporting the execution of our high-touch customer experience strategy through delightful, timely, and professional communications with customers. You will have accountability defining and executing our service operations strategy, including in-house growth, identifying and selecting third-party partners, as well as leading the day-to-day operations of our Customer Support team as it grows from ~100 individuals to 150+ associates in the next year. With your leadership, the Customer Support team will continue to meet or exceed both team and individual goals in a highly productive and engaged environment. Ultimately, we want to become the most beloved pet care brand in the world, and this position will play a critical role in helping us get there.&nbsp;</span></p>
<p><span style="font-weight: 400;">This role will be based in Nashville and will require frequent travel to future third-party production sites and TFD headquarters in NYC.&nbsp;</span></p>
<h3><strong>How You'll Make An Impact</strong></h3>
<p><strong>CX Site Leadership</strong></p>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Lead and scale internal and partner CX day-to-day production</span> <span style="font-weight: 400;">teams while providing the best possible experience for humans and dogs alike</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Collaborate with peers to optimize customer experience and operational excellence across all current and future support sites</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Set our people policies &amp; performance management criteria including hiring, performance evaluations, and recognition</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Cultivate a culture of integrity, customer advocacy, and personal development across the CX network&nbsp;</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Above all else, be an authentic, kind, and genuine leader for our largest workforce</span></li>
</ul>
<p><strong>Vendor Procurement and BPO Relationship Management</strong></p>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Work with the CX Strategy Manager to implement a long and short-term strategy to scale our best-in-class CX Team and integrate third-party partner organizations, ensuring high quality and performance delivery across our CX organization</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Lead third-party (Business Process Outsourcing) assessments and selection process to strategically expand our team</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Review vendor proposals and select appropriate vendors for services/technologies/hardware</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Lead performance management for selected BPO partners, including facilitating monthly and quarterly business reviews</span></li>
</ul>
<p><strong>Workforce Planning and Optimization</strong></p>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Lead all aspects of forecasting, capacity planning, scheduling, and RTA to ensure the workforce is enabled to meet customer demand and SLAs</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Ensure operational preparedness of CX for peak times and seasons, building redundancy plans for continued coverage and unexpected events</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Identify and communicate opportunities to improve operational efficiency; collaborate on projects to drive efficiencies to improve team productivity while optimizing for cost and quality</span></li>
</ul>
<p><strong>KPI Leadership and Performance Delivery&nbsp;</strong></p>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Create structure and process to continually measure operational and agent effectiveness, analyzing forecast, volume trends, customer contact data (i.e. SLAs, KPIs, CSAT); use data to drive action plans, address gaps and celebrate wins</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Collaborate with peers to optimize customer experience and operational excellence across all sites</span></li>
<li><span style="font-weight: 400;">Focus on how we can do better for our customers by challenging the norms and implementing the changes required to create a thoughtful, enlightening experience for every customer&nbsp;&nbsp;</span></li>
</ul>
<h3><strong>We're Excited About You Because</strong></h3>
<ul>
<li><span style="font-weight: 400;">8+ years of experience in leading, resourcing, and building large-scale customer support teams, managing hourly/non-exempt workers</span></li>
<li><span style="font-weight: 400;">Experience assessing, selecting, and leading third-party service teams and relationships&nbsp;</span></li>
<li><span style="font-weight: 400;">Familiarity with using workforce management, CRM, and analytical platforms. Assembled, Kustomer and Looker, preferred</span></li>
<li><span style="font-weight: 400;">Proven success driving results through data-driven methods</span></li>
<li><span style="font-weight: 400;">Entrepreneurial spirit or previous experience in early startups. You think outside of the box and are inventive and fiscally responsible</span></li>
<li><span style="font-weight: 400;">Personal passion for community motivated to encourage others by a deep connection to The Farmer's Dog mission and core values</span></li>
<li><span style="font-weight: 400;">Willingness to travel up to 40% upon the reopening of our offices</span></li>
</ul>
<h3><strong>A Few of Our Best Benefits</strong></h3>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Market-competitive compensation and equity packages</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Comprehensive Healthcare, Dental, and Vision</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">12 week paid parental leave</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Flexible PTO and (when in office) WFH policy</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Discounted fresh food for your pup</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Strict daily belly rub quota</span></li>
</ul>
|
|
|
|
|
Dec 23rd, 2020 11:43AM
|
Dec 23rd, 2020 11:43AM
|
The Farmer's Dog
|
|
|
|
private:thefarmersdog
|
www.thefarmersdog.com
|
boards.greenhouse.io
|
Jan 5th, 2021 12:00AM
|
Senior Manager, Customer Experience Support
|
Open
|
Customer Experience
|
|
Nashville, Tennessee, United States
|
Nashville
|
TN
|
USA
|
Dec 9th, 2020 12:00AM
|
|
<h3><strong>Who We Are</strong></h3>
<p><span style="font-weight: 400;">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. We recently raised our Series B and are backed by early investors of Warby Parker, Dollar Shave Club, Sweetgreen, and Glossier.</span></p>
<p><span style="font-weight: 400;">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</span></p>
<p><span style="font-weight: 400;">#longlivedogs</span></p>
<h3><strong>Where You'll Come In</strong></h3>
<p><span style="font-weight: 400;">As the Senior Manager, Customer Experience Support</span><span style="font-weight: 400;">, you will scale and lead our Customer Support team to achieve the highest levels of engagement and customer issue resolution, supporting the execution of our high-touch customer experience strategy through delightful, timely, and professional communications with customers. You will have accountability defining and executing our service operations strategy, including in-house growth, identifying and selecting third-party partners, as well as leading the day-to-day operations of our Customer Support team as it grows from ~100 individuals to 150+ associates in the next year. With your leadership, the Customer Support team will continue to meet or exceed both team and individual goals in a highly productive and engaged environment. Ultimately, we want to become the most beloved pet care brand in the world, and this position will play a critical role in helping us get there.&nbsp;</span></p>
<p><span style="font-weight: 400;">This role will be based in Nashville and will require frequent travel to future third-party production sites and TFD headquarters in NYC.&nbsp;</span></p>
<h3><strong>How You'll Make An Impact</strong></h3>
<p><strong>CX Site Leadership</strong></p>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Lead and scale internal and partner CX day-to-day production</span> <span style="font-weight: 400;">teams while providing the best possible experience for humans and dogs alike</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Collaborate with peers to optimize customer experience and operational excellence across all current and future support sites</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Set our people policies &amp; performance management criteria including hiring, performance evaluations, and recognition</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Cultivate a culture of integrity, customer advocacy, and personal development across the CX network&nbsp;</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Above all else, be an authentic, kind, and genuine leader for our largest workforce</span></li>
</ul>
<p><strong>Vendor Procurement and BPO Relationship Management</strong></p>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Work with the CX Strategy Manager to implement a long and short-term strategy to scale our best-in-class CX Team and integrate third-party partner organizations, ensuring high quality and performance delivery across our CX organization</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Lead third-party (Business Process Outsourcing) assessments and selection process to strategically expand our team</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Review vendor proposals and select appropriate vendors for services/technologies/hardware</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Lead performance management for selected BPO partners, including facilitating monthly and quarterly business reviews</span></li>
</ul>
<p><strong>Workforce Planning and Optimization</strong></p>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Lead all aspects of forecasting, capacity planning, scheduling, and RTA to ensure the workforce is enabled to meet customer demand and SLAs</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Ensure operational preparedness of CX for peak times and seasons, building redundancy plans for continued coverage and unexpected events</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Identify and communicate opportunities to improve operational efficiency; collaborate on projects to drive efficiencies to improve team productivity while optimizing for cost and quality</span></li>
</ul>
<p><strong>KPI Leadership and Performance Delivery&nbsp;</strong></p>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Create structure and process to continually measure operational and agent effectiveness, analyzing forecast, volume trends, customer contact data (i.e. SLAs, KPIs, CSAT); use data to drive action plans, address gaps and celebrate wins</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Collaborate with peers to optimize customer experience and operational excellence across all sites</span></li>
<li><span style="font-weight: 400;">Focus on how we can do better for our customers by challenging the norms and implementing the changes required to create a thoughtful, enlightening experience for every customer&nbsp;&nbsp;</span></li>
</ul>
<h3><strong>We're Excited About You Because</strong></h3>
<ul>
<li><span style="font-weight: 400;">8+ years of experience in leading, resourcing, and building large-scale customer support teams, managing hourly/non-exempt workers</span></li>
<li><span style="font-weight: 400;">Experience assessing, selecting, and leading third-party service teams and relationships&nbsp;</span></li>
<li><span style="font-weight: 400;">Familiarity with using workforce management, CRM, and analytical platforms. Assembled, Kustomer and Looker, preferred</span></li>
<li><span style="font-weight: 400;">Proven success driving results through data-driven methods</span></li>
<li><span style="font-weight: 400;">Entrepreneurial spirit or previous experience in early startups. You think outside of the box and are inventive and fiscally responsible</span></li>
<li><span style="font-weight: 400;">Personal passion for community motivated to encourage others by a deep connection to The Farmer's Dog mission and core values</span></li>
<li><span style="font-weight: 400;">Willingness to travel up to 40% upon the reopening of our offices</span></li>
</ul>
<h3><strong>A Few of Our Best Benefits</strong></h3>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Market-competitive compensation and equity packages</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Comprehensive Healthcare, Dental, and Vision</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">12 week paid parental leave</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Flexible PTO and (when in office) WFH policy</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Discounted fresh food for your pup</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Strict daily belly rub quota</span></li>
</ul>
|
|
|
|
|
Jan 5th, 2021 11:50AM
|
Jan 5th, 2021 11:50AM
|
The Farmer's Dog
|
|
|
|
private:thefarmersdog
|
www.thefarmersdog.com
|
boards.greenhouse.io
|
Jan 9th, 2021 12:00AM
|
Senior Manager, Customer Experience Support
|
Open
|
Customer Experience
|
|
Nashville, Tennessee, United States
|
Nashville
|
TN
|
USA
|
Dec 9th, 2020 12:00AM
|
|
<h3><strong>Who We Are</strong></h3>
<p><span style="font-weight: 400;">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. We recently raised our Series B and are backed by early investors of Warby Parker, Dollar Shave Club, Sweetgreen, and Glossier.</span></p>
<p><span style="font-weight: 400;">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</span></p>
<p><span style="font-weight: 400;">#longlivedogs</span></p>
<h3><strong>Where You'll Come In</strong></h3>
<p><span style="font-weight: 400;">As the Senior Manager, Customer Experience Support</span><span style="font-weight: 400;">, you will scale and lead our Customer Support team to achieve the highest levels of engagement and customer issue resolution, supporting the execution of our high-touch customer experience strategy through delightful, timely, and professional communications with customers. You will have accountability defining and executing our service operations strategy, including in-house growth, identifying and selecting third-party partners, as well as leading the day-to-day operations of our Customer Support team as it grows from ~100 individuals to 150+ associates in the next year. With your leadership, the Customer Support team will continue to meet or exceed both team and individual goals in a highly productive and engaged environment. Ultimately, we want to become the most beloved pet care brand in the world, and this position will play a critical role in helping us get there.&nbsp;</span></p>
<p><span style="font-weight: 400;">This role will be based in Nashville and will require frequent travel to future third-party production sites and TFD headquarters in NYC.&nbsp;</span></p>
<h3><strong>How You'll Make An Impact</strong></h3>
<p><strong>CX Site Leadership</strong></p>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Lead and scale internal and partner CX day-to-day production</span> <span style="font-weight: 400;">teams while providing the best possible experience for humans and dogs alike</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Collaborate with peers to optimize customer experience and operational excellence across all current and future support sites</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Set our people policies &amp; performance management criteria including hiring, performance evaluations, and recognition</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Cultivate a culture of integrity, customer advocacy, and personal development across the CX network&nbsp;</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Above all else, be an authentic, kind, and genuine leader for our largest workforce</span></li>
</ul>
<p><strong>Vendor Procurement and BPO Relationship Management</strong></p>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Work with the CX Strategy Manager to implement a long and short-term strategy to scale our best-in-class CX Team and integrate third-party partner organizations, ensuring high quality and performance delivery across our CX organization</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Lead third-party (Business Process Outsourcing) assessments and selection process to strategically expand our team</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Review vendor proposals and select appropriate vendors for services/technologies/hardware</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Lead performance management for selected BPO partners, including facilitating monthly and quarterly business reviews</span></li>
</ul>
<p><strong>Workforce Planning and Optimization</strong></p>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Lead all aspects of forecasting, capacity planning, scheduling, and RTA to ensure the workforce is enabled to meet customer demand and SLAs</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Ensure operational preparedness of CX for peak times and seasons, building redundancy plans for continued coverage and unexpected events</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Identify and communicate opportunities to improve operational efficiency; collaborate on projects to drive efficiencies to improve team productivity while optimizing for cost and quality</span></li>
</ul>
<p><strong>KPI Leadership and Performance Delivery&nbsp;</strong></p>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Create structure and process to continually measure operational and agent effectiveness, analyzing forecast, volume trends, customer contact data (i.e. SLAs, KPIs, CSAT); use data to drive action plans, address gaps and celebrate wins</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Collaborate with peers to optimize customer experience and operational excellence across all sites</span></li>
<li><span style="font-weight: 400;">Focus on how we can do better for our customers by challenging the norms and implementing the changes required to create a thoughtful, enlightening experience for every customer&nbsp;&nbsp;</span></li>
</ul>
<h3><strong>We're Excited About You Because</strong></h3>
<ul>
<li><span style="font-weight: 400;">8+ years of experience in leading, resourcing, and building large-scale customer support teams, managing hourly/non-exempt workers</span></li>
<li><span style="font-weight: 400;">Experience assessing, selecting, and leading third-party service teams and relationships&nbsp;</span></li>
<li><span style="font-weight: 400;">Familiarity with using workforce management, CRM, and analytical platforms. Assembled, Kustomer and Looker, preferred</span></li>
<li><span style="font-weight: 400;">Proven success driving results through data-driven methods</span></li>
<li><span style="font-weight: 400;">Entrepreneurial spirit or previous experience in early startups. You think outside of the box and are inventive and fiscally responsible</span></li>
<li><span style="font-weight: 400;">Personal passion for community motivated to encourage others by a deep connection to The Farmer's Dog mission and core values</span></li>
<li><span style="font-weight: 400;">Willingness to travel up to 40% upon the reopening of our offices</span></li>
</ul>
<h3><strong>A Few of Our Best Benefits</strong></h3>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Market-competitive compensation and equity packages</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Comprehensive Healthcare, Dental, and Vision</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">12 week paid parental leave</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Flexible PTO and (when in office) WFH policy</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Discounted fresh food for your pup</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Strict daily belly rub quota</span></li>
</ul>
|
|
|
|
|
Jan 9th, 2021 09:02AM
|
Jan 9th, 2021 09:02AM
|
The Farmer's Dog
|
|
|
|
private:thefarmersdog
|
www.thefarmersdog.com
|
boards.greenhouse.io
|
Jan 11th, 2021 12:00AM
|
Customer Experience Associate
|
Open
|
Customer Experience
|
|
Nashville, Tennessee, United States
|
Nashville
|
TN
|
USA
|
Jan 6th, 2021 12:00AM
|
|
<h3><strong>Who We Are</strong></h3>
<p><span style="font-weight: 400;">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. We recently raised our Series B and are backed by early investors of Warby Parker, Dollar Shave Club, Sweetgreen, and Glossier.</span></p>
<p><span style="font-weight: 400;">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.&nbsp;</span></p>
<p><span style="font-weight: 400;">#LongLiveDogs</span></p>
<h3><strong>Where You'll Come In&nbsp;</strong></h3>
<p><span style="font-weight: 400;">Our Customer Experience team sits at the front line of a burgeoning startup that is committed to delivering the best experience at every stage. We're looking for an advocate for our customers –– someone who continuously raises the bar by inventing creative solutions on the fly. In this role, you'll provide outstanding service and build your skills in communications, problem solving and sales.&nbsp;</span></p>
<p><strong>This is a full time role, and we’re seeking candidates with the availability to work weekends and some holiday work is required. Due to the Covid-19 pandemic, we’re currently operating remotely.</strong></p>
<h3><strong>How You'll Make An Impact&nbsp;</strong></h3>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Deliver exceptional customer service through one-on-one interactions</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Leave every prospective and current customer feeling loved and valued</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Compile feedback to improve systems and assist in developing The Farmer's Dog Customer Journey</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Track responses and share insights with product team to develop future improvements</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Learn to be a health and nutrition wiz; provide support on dog health, care, and wellness</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Participate in cross-functional projects with opportunities for growth, e.g. customer insights, operations, learning &amp; development, quality assurance</span></li>
</ul>
<h3><strong>We're Excited About You Because&nbsp;</strong></h3>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">You pride yourself on your outstanding interpersonal and organizational skills.</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">You're a perfectionist when it comes to your written grammar and communication.</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">You'll bring an all-hands-on-deck mentality with an ability to remain calm and excel under pressure.</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">You’re flexible and comfortable balancing multiple priorities when needed.</span></li>
</ul>
<h3><strong>A Few of Our Best Benefits</strong></h3>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Brand new dog-friendly office in Nashville (upon a safe return-to-office!)</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Market-competitive compensation and equity packages</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Comprehensive Healthcare, Dental, and Vision</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">12 week paid parental leave</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Flexible PTO and (when in office) WFH policy</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Discounted fresh food for your pup</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Strict daily belly rub quota</span></li>
</ul>
<p>&nbsp;</p>
|
|
|
|
|
Jan 11th, 2021 09:36AM
|
Jan 11th, 2021 09:36AM
|
The Farmer's Dog
|
|
|
|
private:thefarmersdog
|
www.thefarmersdog.com
|
boards.greenhouse.io
|
Jan 20th, 2021 12:00AM
|
Customer Experience Associate
|
Open
|
Customer Experience
|
|
Nashville, Tennessee, United States
|
Nashville
|
TN
|
USA
|
Jan 6th, 2021 12:00AM
|
|
<h3><strong>Who We Are</strong></h3>
<p><span style="font-weight: 400;">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. We recently raised our Series B and are backed by early investors of Warby Parker, Dollar Shave Club, Sweetgreen, and Glossier.</span></p>
<p><span style="font-weight: 400;">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.&nbsp;</span></p>
<p><span style="font-weight: 400;">#LongLiveDogs</span></p>
<h3><strong>Where You'll Come In&nbsp;</strong></h3>
<p><span style="font-weight: 400;">Our Customer Experience team sits at the front line of a burgeoning startup that is committed to delivering the best experience at every stage. We're looking for an advocate for our customers –– someone who continuously raises the bar by inventing creative solutions on the fly. In this role, you'll provide outstanding service and build your skills in communications, problem solving and sales.&nbsp;</span></p>
<p><strong>This is a full time role, and we’re seeking candidates with the availability to work weekends and some holiday work is required. Due to the Covid-19 pandemic, we’re currently operating remotely.</strong></p>
<h3><strong>How You'll Make An Impact&nbsp;</strong></h3>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Deliver exceptional customer service through one-on-one interactions</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Leave every prospective and current customer feeling loved and valued</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Compile feedback to improve systems and assist in developing The Farmer's Dog Customer Journey</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Track responses and share insights with product team to develop future improvements</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Learn to be a health and nutrition wiz; provide support on dog health, care, and wellness</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Participate in cross-functional projects with opportunities for growth, e.g. customer insights, operations, learning &amp; development, quality assurance</span></li>
</ul>
<h3><strong>We're Excited About You Because&nbsp;</strong></h3>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">You pride yourself on your outstanding interpersonal and organizational skills.</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">You're a perfectionist when it comes to your written grammar and communication.</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">You'll bring an all-hands-on-deck mentality with an ability to remain calm and excel under pressure.</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">You’re flexible and comfortable balancing multiple priorities when needed.</span></li>
</ul>
<h3><strong>A Few of Our Best Benefits</strong></h3>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Brand new dog-friendly office in Nashville (upon a safe return-to-office!)</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Market-competitive compensation and equity packages</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Comprehensive Healthcare, Dental, and Vision</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">12 week paid parental leave</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Flexible PTO and (when in office) WFH policy</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Discounted fresh food for your pup</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Strict daily belly rub quota</span></li>
</ul>
<p>&nbsp;</p>
|
|
|
|
|
Jan 20th, 2021 12:13PM
|
Jan 20th, 2021 12:13PM
|
The Farmer's Dog
|
|
|
|
private:thefarmersdog
|
www.thefarmersdog.com
|
boards.greenhouse.io
|
Jan 25th, 2021 12:00AM
|
Senior Manager, Customer Experience Support
|
Open
|
Customer Experience
|
|
Nashville, Tennessee, United States
|
Nashville
|
TN
|
USA
|
Dec 9th, 2020 12:00AM
|
|
<h3><strong>Who We Are</strong></h3>
<p><span style="font-weight: 400;">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. We recently raised our Series B and are backed by early investors of Warby Parker, Dollar Shave Club, Sweetgreen, and Glossier.</span></p>
<p><span style="font-weight: 400;">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</span></p>
<p><span style="font-weight: 400;">#longlivedogs</span></p>
<h3><strong>Where You'll Come In</strong></h3>
<p><span style="font-weight: 400;">As the Senior Manager, Customer Experience Support</span><span style="font-weight: 400;">, you will scale and lead our Customer Support team to achieve the highest levels of engagement and customer issue resolution, supporting the execution of our high-touch customer experience strategy through delightful, timely, and professional communications with customers. You will have accountability defining and executing our service operations strategy, including in-house growth, identifying and selecting third-party partners, as well as leading the day-to-day operations of our Customer Support team as it grows from ~100 individuals to 150+ associates in the next year. With your leadership, the Customer Support team will continue to meet or exceed both team and individual goals in a highly productive and engaged environment. Ultimately, we want to become the most beloved pet care brand in the world, and this position will play a critical role in helping us get there.&nbsp;</span></p>
<p><span style="font-weight: 400;">This role will be based in Nashville and will require frequent travel to future third-party production sites and TFD headquarters in NYC.&nbsp;</span></p>
<h3><strong>How You'll Make An Impact</strong></h3>
<p><strong>CX Site Leadership</strong></p>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Lead and scale internal and partner CX day-to-day production</span> <span style="font-weight: 400;">teams while providing the best possible experience for humans and dogs alike</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Collaborate with peers to optimize customer experience and operational excellence across all current and future support sites</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Set our people policies &amp; performance management criteria including hiring, performance evaluations, and recognition</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Cultivate a culture of integrity, customer advocacy, and personal development across the CX network&nbsp;</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Above all else, be an authentic, kind, and genuine leader for our largest workforce</span></li>
</ul>
<p><strong>Vendor Procurement and BPO Relationship Management</strong></p>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Work with the CX Strategy Manager to implement a long and short-term strategy to scale our best-in-class CX Team and integrate third-party partner organizations, ensuring high quality and performance delivery across our CX organization</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Lead third-party (Business Process Outsourcing) assessments and selection process to strategically expand our team</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Review vendor proposals and select appropriate vendors for services/technologies/hardware</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Lead performance management for selected BPO partners, including facilitating monthly and quarterly business reviews</span></li>
</ul>
<p><strong>Workforce Planning and Optimization</strong></p>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Lead all aspects of forecasting, capacity planning, scheduling, and RTA to ensure the workforce is enabled to meet customer demand and SLAs</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Ensure operational preparedness of CX for peak times and seasons, building redundancy plans for continued coverage and unexpected events</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Identify and communicate opportunities to improve operational efficiency; collaborate on projects to drive efficiencies to improve team productivity while optimizing for cost and quality</span></li>
</ul>
<p><strong>KPI Leadership and Performance Delivery&nbsp;</strong></p>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Create structure and process to continually measure operational and agent effectiveness, analyzing forecast, volume trends, customer contact data (i.e. SLAs, KPIs, CSAT); use data to drive action plans, address gaps and celebrate wins</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Collaborate with peers to optimize customer experience and operational excellence across all sites</span></li>
<li><span style="font-weight: 400;">Focus on how we can do better for our customers by challenging the norms and implementing the changes required to create a thoughtful, enlightening experience for every customer&nbsp;&nbsp;</span></li>
</ul>
<h3><strong>We're Excited About You Because</strong></h3>
<ul>
<li><span style="font-weight: 400;">8+ years of experience in leading, resourcing, and building large-scale customer support teams, managing hourly/non-exempt workers</span></li>
<li><span style="font-weight: 400;">Experience assessing, selecting, and leading third-party service teams and relationships&nbsp;</span></li>
<li><span style="font-weight: 400;">Familiarity with using workforce management, CRM, and analytical platforms. Assembled, Kustomer and Looker, preferred</span></li>
<li><span style="font-weight: 400;">Proven success driving results through data-driven methods</span></li>
<li><span style="font-weight: 400;">Entrepreneurial spirit or previous experience in early startups. You think outside of the box and are inventive and fiscally responsible</span></li>
<li><span style="font-weight: 400;">Personal passion for community motivated to encourage others by a deep connection to The Farmer's Dog mission and core values</span></li>
<li><span style="font-weight: 400;">Willingness to travel up to 40% upon the reopening of our offices</span></li>
</ul>
<h3><strong>A Few of Our Best Benefits</strong></h3>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Market-competitive compensation and equity packages</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Comprehensive Healthcare, Dental, and Vision</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">12 week paid parental leave</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Flexible PTO and (when in office) WFH policy</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Discounted fresh food for your pup</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Strict daily belly rub quota</span></li>
</ul>
|
|
|
|
|
Jan 25th, 2021 11:47AM
|
Jan 25th, 2021 11:47AM
|
The Farmer's Dog
|
|
|
|
private:thefarmersdog
|
www.thefarmersdog.com
|
boards.greenhouse.io
|
Jan 26th, 2021 12:00AM
|
Senior Manager, Customer Experience Support
|
Open
|
Customer Experience
|
|
Nashville, Tennessee, United States
|
Nashville
|
TN
|
USA
|
Dec 9th, 2020 12:00AM
|
|
<h3><strong>Who We Are</strong></h3>
<p><span style="font-weight: 400;">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. We recently raised our Series B and are backed by early investors of Warby Parker, Dollar Shave Club, Sweetgreen, and Glossier.</span></p>
<p><span style="font-weight: 400;">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</span></p>
<p><span style="font-weight: 400;">#longlivedogs</span></p>
<h3><strong>Where You'll Come In</strong></h3>
<p><span style="font-weight: 400;">As the Senior Manager, Customer Experience Support</span><span style="font-weight: 400;">, you will scale and lead our Customer Support team to achieve the highest levels of engagement and customer issue resolution, supporting the execution of our high-touch customer experience strategy through delightful, timely, and professional communications with customers. You will have accountability defining and executing our service operations strategy, including in-house growth, identifying and selecting third-party partners, as well as leading the day-to-day operations of our Customer Support team as it grows from ~100 individuals to 150+ associates in the next year. With your leadership, the Customer Support team will continue to meet or exceed both team and individual goals in a highly productive and engaged environment. Ultimately, we want to become the most beloved pet care brand in the world, and this position will play a critical role in helping us get there.&nbsp;</span></p>
<p><span style="font-weight: 400;">This role will be based in Nashville and will require frequent travel to future third-party production sites and TFD headquarters in NYC.&nbsp;</span></p>
<h3><strong>How You'll Make An Impact</strong></h3>
<p><strong>CX Site Leadership</strong></p>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Lead and scale internal and partner CX day-to-day production</span> <span style="font-weight: 400;">teams while providing the best possible experience for humans and dogs alike</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Collaborate with peers to optimize customer experience and operational excellence across all current and future support sites</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Set our people policies &amp; performance management criteria including hiring, performance evaluations, and recognition</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Cultivate a culture of integrity, customer advocacy, and personal development across the CX network&nbsp;</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Above all else, be an authentic, kind, and genuine leader for our largest workforce</span></li>
</ul>
<p><strong>Vendor Procurement and BPO Relationship Management</strong></p>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Work with the CX Strategy Manager to implement a long and short-term strategy to scale our best-in-class CX Team and integrate third-party partner organizations, ensuring high quality and performance delivery across our CX organization</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Lead third-party (Business Process Outsourcing) assessments and selection process to strategically expand our team</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Review vendor proposals and select appropriate vendors for services/technologies/hardware</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Lead performance management for selected BPO partners, including facilitating monthly and quarterly business reviews</span></li>
</ul>
<p><strong>Workforce Planning and Optimization</strong></p>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Lead all aspects of forecasting, capacity planning, scheduling, and RTA to ensure the workforce is enabled to meet customer demand and SLAs</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Ensure operational preparedness of CX for peak times and seasons, building redundancy plans for continued coverage and unexpected events</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Identify and communicate opportunities to improve operational efficiency; collaborate on projects to drive efficiencies to improve team productivity while optimizing for cost and quality</span></li>
</ul>
<p><strong>KPI Leadership and Performance Delivery&nbsp;</strong></p>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Create structure and process to continually measure operational and agent effectiveness, analyzing forecast, volume trends, customer contact data (i.e. SLAs, KPIs, CSAT); use data to drive action plans, address gaps and celebrate wins</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Collaborate with peers to optimize customer experience and operational excellence across all sites</span></li>
<li><span style="font-weight: 400;">Focus on how we can do better for our customers by challenging the norms and implementing the changes required to create a thoughtful, enlightening experience for every customer&nbsp;&nbsp;</span></li>
</ul>
<h3><strong>We're Excited About You Because</strong></h3>
<ul>
<li><span style="font-weight: 400;">8+ years of experience in leading, resourcing, and building large-scale customer support teams, managing hourly/non-exempt workers</span></li>
<li><span style="font-weight: 400;">Experience assessing, selecting, and leading third-party service teams and relationships&nbsp;</span></li>
<li><span style="font-weight: 400;">Familiarity with using workforce management, CRM, and analytical platforms. Assembled, Kustomer and Looker, preferred</span></li>
<li><span style="font-weight: 400;">Proven success driving results through data-driven methods</span></li>
<li><span style="font-weight: 400;">Entrepreneurial spirit or previous experience in early startups. You think outside of the box and are inventive and fiscally responsible</span></li>
<li><span style="font-weight: 400;">Personal passion for community motivated to encourage others by a deep connection to The Farmer's Dog mission and core values</span></li>
<li><span style="font-weight: 400;">Willingness to travel up to 40% upon the reopening of our offices</span></li>
</ul>
<h3><strong>A Few of Our Best Benefits</strong></h3>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Market-competitive compensation and equity packages</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Comprehensive Healthcare, Dental, and Vision</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">12 week paid parental leave</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Flexible PTO and (when in office) WFH policy</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Discounted fresh food for your pup</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Strict daily belly rub quota</span></li>
</ul>
|
|
|
|
|
Jan 26th, 2021 02:00PM
|
Jan 26th, 2021 02:00PM
|
The Farmer's Dog
|
|
|
|
private:thefarmersdog
|
www.thefarmersdog.com
|
boards.greenhouse.io
|
Jan 27th, 2021 12:00AM
|
Senior Manager, Customer Experience Support
|
Open
|
Customer Experience
|
|
Nashville, Tennessee, United States
|
Nashville
|
TN
|
USA
|
Dec 9th, 2020 12:00AM
|
|
<h3><strong>Who We Are</strong></h3>
<p><span style="font-weight: 400;">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. We recently raised our Series B and are backed by early investors of Warby Parker, Dollar Shave Club, Sweetgreen, and Glossier.</span></p>
<p><span style="font-weight: 400;">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</span></p>
<p><span style="font-weight: 400;">#longlivedogs</span></p>
<h3><strong>Where You'll Come In</strong></h3>
<p><span style="font-weight: 400;">As the Senior Manager, Customer Experience Support</span><span style="font-weight: 400;">, you will scale and lead our Customer Support team to achieve the highest levels of engagement and customer issue resolution, supporting the execution of our high-touch customer experience strategy through delightful, timely, and professional communications with customers. You will have accountability defining and executing our service operations strategy, including in-house growth, identifying and selecting third-party partners, as well as leading the day-to-day operations of our Customer Support team as it grows from ~100 individuals to 150+ associates in the next year. With your leadership, the Customer Support team will continue to meet or exceed both team and individual goals in a highly productive and engaged environment. Ultimately, we want to become the most beloved pet care brand in the world, and this position will play a critical role in helping us get there.&nbsp;</span></p>
<p><span style="font-weight: 400;">This role will be based in Nashville and will require frequent travel to future third-party production sites and TFD headquarters in NYC.&nbsp;</span></p>
<h3><strong>How You'll Make An Impact</strong></h3>
<p><strong>CX Site Leadership</strong></p>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Lead and scale internal and partner CX day-to-day production</span> <span style="font-weight: 400;">teams while providing the best possible experience for humans and dogs alike</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Collaborate with peers to optimize customer experience and operational excellence across all current and future support sites</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Set our people policies &amp; performance management criteria including hiring, performance evaluations, and recognition</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Cultivate a culture of integrity, customer advocacy, and personal development across the CX network&nbsp;</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Above all else, be an authentic, kind, and genuine leader for our largest workforce</span></li>
</ul>
<p><strong>Vendor Procurement and BPO Relationship Management</strong></p>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Work with the CX Strategy Manager to implement a long and short-term strategy to scale our best-in-class CX Team and integrate third-party partner organizations, ensuring high quality and performance delivery across our CX organization</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Lead third-party (Business Process Outsourcing) assessments and selection process to strategically expand our team</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Review vendor proposals and select appropriate vendors for services/technologies/hardware</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Lead performance management for selected BPO partners, including facilitating monthly and quarterly business reviews</span></li>
</ul>
<p><strong>Workforce Planning and Optimization</strong></p>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Lead all aspects of forecasting, capacity planning, scheduling, and RTA to ensure the workforce is enabled to meet customer demand and SLAs</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Ensure operational preparedness of CX for peak times and seasons, building redundancy plans for continued coverage and unexpected events</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Identify and communicate opportunities to improve operational efficiency; collaborate on projects to drive efficiencies to improve team productivity while optimizing for cost and quality</span></li>
</ul>
<p><strong>KPI Leadership and Performance Delivery&nbsp;</strong></p>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Create structure and process to continually measure operational and agent effectiveness, analyzing forecast, volume trends, customer contact data (i.e. SLAs, KPIs, CSAT); use data to drive action plans, address gaps and celebrate wins</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Collaborate with peers to optimize customer experience and operational excellence across all sites</span></li>
<li><span style="font-weight: 400;">Focus on how we can do better for our customers by challenging the norms and implementing the changes required to create a thoughtful, enlightening experience for every customer&nbsp;&nbsp;</span></li>
</ul>
<h3><strong>We're Excited About You Because</strong></h3>
<ul>
<li><span style="font-weight: 400;">8+ years of experience in leading, resourcing, and building large-scale customer support teams, managing hourly/non-exempt workers</span></li>
<li><span style="font-weight: 400;">Experience assessing, selecting, and leading third-party service teams and relationships&nbsp;</span></li>
<li><span style="font-weight: 400;">Familiarity with using workforce management, CRM, and analytical platforms. Assembled, Kustomer and Looker, preferred</span></li>
<li><span style="font-weight: 400;">Proven success driving results through data-driven methods</span></li>
<li><span style="font-weight: 400;">Entrepreneurial spirit or previous experience in early startups. You think outside of the box and are inventive and fiscally responsible</span></li>
<li><span style="font-weight: 400;">Personal passion for community motivated to encourage others by a deep connection to The Farmer's Dog mission and core values</span></li>
<li><span style="font-weight: 400;">Willingness to travel up to 40% upon the reopening of our offices</span></li>
</ul>
<h3><strong>A Few of Our Best Benefits</strong></h3>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Market-competitive compensation and equity packages</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Comprehensive Healthcare, Dental, and Vision</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">12 week paid parental leave</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Flexible PTO and (when in office) WFH policy</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Discounted fresh food for your pup</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Strict daily belly rub quota</span></li>
</ul>
|
|
|
|
|
Jan 27th, 2021 12:39PM
|
Jan 27th, 2021 12:39PM
|
The Farmer's Dog
|
|
|
|
private:thefarmersdog
|
www.thefarmersdog.com
|
boards.greenhouse.io
|
Feb 25th, 2021 12:00AM
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Senior Manager, Customer Experience Support
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Open
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Customer Experience
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Nashville, Tennessee, United States
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Nashville
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TN
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USA
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Feb 22nd, 2021 12:00AM
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<h3><strong>Who We Are</strong></h3>
<p><span style="font-weight: 400;">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. We recently raised our Series C, bringing our total funding to over $100M. We're backed by the early investors of Warby Parker, Dollar Shave Club, Sweetgreen, and Glossier, and are aiming to build a company as healthy as the dogs we feed.</span></p>
<p><span style="font-weight: 400;">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.&nbsp;</span></p>
<p><span style="font-weight: 400;">#LongLiveDogs</span></p>
<h3><strong>Where You'll Come In</strong></h3>
<p><span style="font-weight: 400;">As the Senior Manager, Customer Experience Support</span><span style="font-weight: 400;">, you will scale and lead our Customer Support team to achieve the highest levels of engagement and customer issue resolution, supporting the execution of our high-touch customer experience strategy through delightful, timely, and professional communications with customers. You will have accountability defining and executing our service operations strategy, including in-house growth, identifying and selecting third-party partners, as well as leading the day-to-day operations of our Customer Support team as it grows from ~100 individuals to 150+ associates in the next year. With your leadership, the Customer Support team will continue to meet or exceed both team and individual goals in a highly productive and engaged environment. Ultimately, we want to become the most beloved pet care brand in the world, and this position will play a critical role in helping us get there.&nbsp;</span></p>
<p><span style="font-weight: 400;">This role will be based in Nashville and will require frequent travel to future third-party production sites and TFD headquarters in NYC.&nbsp;</span></p>
<h3><strong>How You'll Make An Impact</strong></h3>
<p><strong>CX Site Leadership</strong></p>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Lead and scale internal and partner CX day-to-day production</span> <span style="font-weight: 400;">teams while providing the best possible experience for humans and dogs alike</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Collaborate with peers to optimize customer experience and operational excellence across all current and future support sites</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Set our people policies &amp; performance management criteria including hiring, performance evaluations, and recognition</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Cultivate a culture of integrity, customer advocacy, and personal development across the CX network&nbsp;</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Above all else, be an authentic, kind, and genuine leader for our largest workforce</span></li>
</ul>
<p><strong>Vendor Procurement and BPO Relationship Management</strong></p>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Work with the CX Strategy Manager to implement a long and short-term strategy to scale our best-in-class CX Team and integrate third-party partner organizations, ensuring high quality and performance delivery across our CX organization</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Lead third-party (Business Process Outsourcing) assessments and selection process to strategically expand our team</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Review vendor proposals and select appropriate vendors for services/technologies/hardware</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Lead performance management for selected BPO partners, including facilitating monthly and quarterly business reviews</span></li>
</ul>
<p><strong>Workforce Planning and Optimization</strong></p>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Lead all aspects of forecasting, capacity planning, scheduling, and RTA to ensure the workforce is enabled to meet customer demand and SLAs</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Ensure operational preparedness of CX for peak times and seasons, building redundancy plans for continued coverage and unexpected events</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Identify and communicate opportunities to improve operational efficiency; collaborate on projects to drive efficiencies to improve team productivity while optimizing for cost and quality</span></li>
</ul>
<p><strong>KPI Leadership and Performance Delivery&nbsp;</strong></p>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Create structure and process to continually measure operational and agent effectiveness, analyzing forecast, volume trends, customer contact data (i.e. SLAs, KPIs, CSAT); use data to drive action plans, address gaps and celebrate wins</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Collaborate with peers to optimize customer experience and operational excellence across all sites</span></li>
<li><span style="font-weight: 400;">Focus on how we can do better for our customers by challenging the norms and implementing the changes required to create a thoughtful, enlightening experience for every customer&nbsp;&nbsp;</span></li>
</ul>
<h3><strong>We're Excited About You Because</strong></h3>
<ul>
<li><span style="font-weight: 400;">8+ years of experience in leading, resourcing, and building large-scale customer support teams, managing hourly/non-exempt workers</span></li>
<li><span style="font-weight: 400;">Experience assessing, selecting, and leading third-party service teams and relationships&nbsp;</span></li>
<li><span style="font-weight: 400;">Familiarity with using workforce management, CRM, and analytical platforms. Assembled, Kustomer and Looker, preferred</span></li>
<li><span style="font-weight: 400;">Proven success driving results through data-driven methods</span></li>
<li><span style="font-weight: 400;">Entrepreneurial spirit or previous experience in early startups. You think outside of the box and are inventive and fiscally responsible</span></li>
<li><span style="font-weight: 400;">Personal passion for community motivated to encourage others by a deep connection to The Farmer's Dog mission and core values</span></li>
<li><span style="font-weight: 400;">Willingness to travel up to 40% upon the reopening of our offices</span></li>
</ul>
<h3><strong>A Few of Our Best Benefits</strong></h3>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Market-competitive compensation and equity packages</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Comprehensive Healthcare, Dental, and Vision</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">12 week paid parental leave</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Flexible PTO and (when in office) WFH policy</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Discounted fresh food for your pup</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Strict daily belly rub quota</span></li>
</ul>
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Feb 25th, 2021 10:06AM
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Feb 25th, 2021 10:06AM
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The Farmer's Dog
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