Customer Care Ops Manager

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. 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.

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.

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 Are Focused and Work Without Assumption: We are not beholden to ideas. We have goals and believe everything beyond that is a series of hypotheses to validate. To that end, we seek to work in sequence and not in parallel. We constantly ask ourselves, "what's the most important hypothesis I should be working on right now? How do I confirm or reject that hypothesis as fast as possible?". We rarely have timelines/deadlines and are constantly taking in new information and adjusting our priorities accordingly. We don't expect to be perfect the first time.

How You'll Make An Impact

• Develop and coach Manager Group through regular coaching, feedback, goal setting, and career development, helping them grow as leaders and strengthen the performance of their groups.
• Support advisor development by ensuring Managers are equipped to coach, recognize strengths, address opportunities, and create meaningful growth paths for their Advisors.
• Build accountability and ownership by setting clear expectations and helping leaders connect individual and group performance to broader Customer Care goals.
• Turn performance insights into action by using data, advisor feedback, and customer insights to identify root causes, determine the right actions, and follow through on results.
• Champion Iconic Care by keeping the customer experience at the center of decisions and helping leaders translate our standards into everyday advisor behaviors.
• Partner cross-functionally to improve the employee and customer experience, bringing together the right partners to solve problems and create better solutions.
• Serve as a point of contact for Customer Care initiatives, helping coordinate communication, gather feedback, identify potential challenges, and ensure initiatives are effectively supported across Managers and Advisors.
• Lead through change by creating clarity, communicating the why, anticipating concerns, and helping leaders and Advisors successfully adopt new processes, tools, and expectations.
• Proactively identify and solve problems by looking ahead, challenging the status quo, and taking action before issues become larger barriers for the organization.
• Strengthen a high-performing culture by modeling high standards, urgency, ownership, and excellence in how you lead and hold others accountable.
• Bring people together by building strong partnerships across Customer Care and the broader organization to find solutions that are thoughtful, practical, and in the best interest of our people and customers.
• Recognize and reinforce great work by celebrating progress, calling out the behaviors that drive strong outcomes, and creating a culture where people know their contributions matter.
• Communicate progress and outcomes by clearly sharing accomplishments, key results, challenges, and progress toward objectives with the appropriate stakeholders.

We're Excited About You Because

• You have 3-5 years of management experience, with several in a managerial capacity or a history of continuous leadership growth within a CC organization
• You have a solid understanding of managerial best practices, building training programs, and demonstrated 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 Care 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

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.

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
• Market-competitive compensation and equity packages
• Comprehensive Healthcare, Dental, and Vision
• Company sponsored mental health benefit and coaching through Modern Health
• 12 week paid parental leave
• Competitive 401k plan with company match
• Flexible PTO and hybrid work policy
• Discounted fresh food for your pup