Senior Manager, Customer Service

Senior Manager, Customer Service

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.

What We Stand For and Where You'll Come In

We are in search of a Sr. Manager, CX to join the Customer Experience team at The Farmer's Dog. The primary role of the Sr. Manager is to provide leadership, coaching, training, mentoring and development of their teams. In this role, they are directly responsible for an organization of 150+ team members, where they will ensure all Managers and Leads are focused on building high-performing teams, while demonstrating the values of The Farmer's Dog. Specifically, they will be ensuring coaching for performance is exceeding standards by delivering an exceptional customer experience. They will also help lead the organization by ensuring we create an amazing employee experience through thoughtful engagement activities. A successful Sr. Managers should have the ability to proactively identify and solve problems. They will be able to mentor and help with career roadmap planning for both Managers and Leads, as well as CX Associates. A Sr. 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. Key partners for this role include the following teams: Innovation, Humans, Employee Engagement, Learning, Quality, WFM , Analytics as well as other operational leaders within the organization.

Sr. Managers will be expected to instill their direct reports (Managers), as well as their organization (Leads 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 number of key performance metrics designed to deliver a truly memorable experience for our customers. This role will report directly to our SVP, Customer Experience.

*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 and extended hours. As the Farmer's Dog is growing quickly, it's likely that CX hours of operations will expand to meet the needs of customers. People 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 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

Leadership

• Ensure all key departments within the location are working collaboratively to drive customer and employee satisfaction
• Build and develop a high-performing team, focused on both the customer and employee experience
• Operate at depth to understand data and insights to drive improvements for both customers and employees

Coaching and Mentoring

• Implement effective CX procedures, policies, standards and best practices
• Provide structured feedback to your Managers, Leads, and Associates
• Coach to building customer loyalty while building morale
• Ensure effective coaching is being done through the entire organization they lead
• Create a continuous learning culture that drives loyalty and engagement

Front Line

• 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

• Operate at depth, knowing and understanding all roles within the organization
• Handle customer inquiries, including escalations while utilizing strong de-escalation skills to assist customers in need, resolving any escalated customer concerns in a timely manner
• Provide real-time mitigation for service disruptions

Systems and Processes

• Highlight trends and patterns from customer inquiries, injecting positive change across the business with creative tools to aid customers, i.e. #SeekBetter
• Serve as an experienced, seasoned leader who takes ownership of their multiple groups' results, such as FCR, QA, Customer Retention, 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 10+ years of management experience, with several in a managerial capacity or a history of continuous leadership growth within a CX organization
• You have led a large organization, and understand how to operate at depth, while also building strong leadership teams
• 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 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
• You are able to thrive in a fast-paced and ambiguous environment, naturally curious and proactive self-starter, constantly on the lookout for new opportunities and solutions
• You're an owner, have excellent problem-solving skills and can prioritize tasks effectively, with a strong attention to detail
• You are detail-oriented and proactive, you thrive as a self-starter and excel in managing multiple projects simultaneously