Director Customer Care, Operational Excellence

Who We Are 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. To date, The Farmer’s Dog has delivered over 1 billion 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 customers, health to their companions, and much-needed change to the way people feed and care for their pets. #LongLiveDogs What We Stand For and Where You’ll Come In Are you a forward-thinking leader looking to join a rapidly growing organization? Are you passionate about building and developing teams and processes? Do you enjoy working for an organization with an impactful mission and great culture? Then this may be the opportunity for you! We are looking for a Director, Operational Excellence leader to join our growing team! In this role, you will lead a number of key functions that are critical to The Farmers Dog in delivering an unrivaled customer experience. Specifically, this role will lead our internal Voice of the Customer program, influencing key leaders and teams such as product engineering, product, marketing, supply chain, retail, and more. In addition, this role will lead our internal Customer Care Insights team (formerly QA), which is focused on providing our operations team with insights to help improve performance when interacting with our customers. This role will also lead our Planning and Workforce Management functions, to ensure we provide an effortless experience to our customers by answering contacts in real-time, while being efficient. Finally, this role will also drive continuous improvement in our digital product by working closely with product managers on ensuring the customer experience is as easy as possible when managing their subscription. This role will report into SVP of Customer Care. We are an in-office company and this role will be based in Boca Raton, FL. This role will directly interact with key business leaders, supporting a midsize customer care organization. A successful leader must have skills to influence at an executive level, and the ability to articulate end-to-end capacity planning and workforce plans, lead process improvement, and other strategic initiatives. You'll be accountable for establishing capacity models and processes that support business leaders’ efforts to achieve consistent service performance, accommodate new initiatives, deliver budget goals, and make operational decisions based on timely relevant information. This role will also help lead our QA process as we look to leverage AI technology to improve internal operations performance and customer outcomes. In addition, be a strategic thought partner when it comes to identifying continuous improvement opportunities to drive efficiency and effectiveness. Partnering with other key stakeholders across the company will be critical to drive operational improvements and optimization. How You'll Make An Impact Build the vision for and lead development of a systematic and disciplined team using a forward-thinking mindset. Lead the team that supports capacity, workforce management, forecasting and planning activities including employee schedules to cover short, medium, and long-term strategy to meet service level and saturation goals supporting various levels of leadership and stakeholders. Drive regular strategic plan reviews to drive on-target execution. Identify and implement process improvements to enhance the employee, customer experience, as well as operational efficiency. Overhaul key workflows to drive improved efficiency and contact reduction via product and engineering. Lead in the adoption of AI across the organization. Be a key leader in building effective reporting and analytics for the entire Customer Care organization. Drive resolution and/or mitigation of current and anticipated capacity planning and workforce challenges, analyzing and identifying critical workforce requirements vital to execute strategic business plans. Identify potential risks when implementing change along with developing mitigation strategies and plans. Travel to other TFD offices (Nashville or NYC) approximately one-week per month to build a collaborative and invested environment to foster our unique in-person culture, and meet with key stakeholders to effectively partner and influence other business leaders. We're Excited About You Because 10+ years of experience in Business Operations, Implementation, or Strategic Planning experience, or equivalent Management experience Experience driving significant process improvements across multiple areas of the business, Six Sigma certification a plus Experience balancing customer experience and operational efficiency to improve customer retention/loyalty Experience leading and developing Capacity Planning and Workforce Management Teams Contact center workforce management experience with support to multiple channels of interaction including voice, sms, chats, and emails. Excellent communication, forecast modeling, data visualization and conceptual thinking skills including ability to present complex material to senior leaders Office Guidelines We are an in-office culture, made of in-office people who thrive on the collaboration and magnetism of working in a shared space. We are seeking individuals who excel in this type of environment, where being present fosters deeper connections and engagement. We ask all team members to be in office 4 - 5 days a week to build a collaborative and invested environment to foster our unique in-person culture we are proud to have. This office policy is subject to change at company discretion. Our Belonging Philosophy: At TFD, we believe Belonging is a shared commitment to creating a workplace where every person feels respected, valued, and empowered to be themselves. When people feel a true sense of belonging, they do their best work, take smart risks, and bring forward diverse perspectives — leading to stronger decisions and deeper relationships. We anchor this belief in a simple phrase: “Everyone’s welcome at the dog park.” No matter your background, identity, or role, there’s space for you here. There’s no one way to show up at the dog park— just shared space, mutual respect, and the freedom to be yourself. Being included is just the beginning, it’s about contributing your voice, growing through challenges, and building trust through shared goals. This philosophy guides how we lead, how we hire, how we communicate, and how we grow. We continuously evaluate to ensure we are creating a consistent experience that cultivates belonging for all employees, from hiring and performance reviews to talent development. We also believe Belonging happens in everyday moments of connection; lunch with a new teammate, a shared laugh, or a quick story about your weekend. Our structure includes biannual employee surveys, manager training, TFD camps, and support from Humans to ensure we’re listening and learning from our Team. Together, these efforts reflect what Belonging means at TFD: a culture where everyone can thrive. A Few of Our Best Benefits Dog-friendly office in Boca Raton Market-competitive compensation and equity packages Comprehensive Healthcare, Dental, and Vision Company supported mental health benefits 12 week paid parental leave Competitive 401k plan with company match Flexible PTO Discounted fresh food for your pup Your pet interrupting video calls (and in-person meetings) is now a feature, not a bug Equal Employment Opportunity Statement The Farmer's Dog, Inc. is an equal employment opportunity employer and does not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religion, creed, national origin, physical or mental disability, protected veteran status or any other legally protected characteristic or status. For more information, please visit Know Your Rights. Reasonable Accommodations TFD complies with applicable federal, state, and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact View email address on click.appcast.io. We're Here to Help We’re happy to answer any questions you may have about the position or our hiring process - please reach out at View email address on click.appcast.io. #J-18808-Ljbffr Applied Labs