Customer Care Ops Manager

The Farmer’s Dog was born from a mission to change the landscape of pet health, providing dogs and their humans with honest, smart, and simple care. We’re 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.

#Long Live Dogs

We’re in search of a Customer Care Ops Manager to join the Customer Care team at The Farmer’s Dog. The Ops Manager plays a key role in creating a high-performing Customer Care organization by developing leaders, strengthening advisor performance, and creating an environment where people can do their best work. You’ll partner closely with Manager Group to set clear expectations, build accountability, and connect business priorities to meaningful actions for their groups.

You’ll also serve as a cross-functional partner and point of contact for initiatives that impact Customer Care, helping bring the right people together, remove barriers, and ensure changes are thoughtfully implemented across the broader Care organization. At the heart of the role is creating an exceptional experience for both our people and our customers, while helping the organization continuously find ways to do better.

* 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, Holidays and extended hours. As The Farmer’s Dog is growing quickly, it’s likely that CC hours of operations will expand to meet the needs of customers. Ops Managers will be expected to flex to work additional hours as needed.*

One Team: We don’t think of ourselves as “Acquisition Marketers”, “Engineers”, “Data Analysts”, or “Product Managers”. Beyond denoting skill sets and areas of expertise, we don’t think departments matter. We’d rather align ourselves to the goals we’re 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 aren’t tied to our own.

We proactively source input.

We talk to our customers and leads regularly and are quick to change course if we know there’s 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 don’t subscribe to “best practices” or “industry KPIs”. We’re uninterested in how we compare to “benchmarks”; instead we orient ourselves around being the best we can possibly be. Similarly, we don’t subscribe to rigid or classical expectations of roles – i.e. acquisition is hyper-focused on improving customer retention and experience.

We…