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The Farmer's Dog is a direct-to-consumer pet food company on a mission to transform the $90 billion pet food industry by replacing processed kibble with personalized, freshly-made dog food delivered via subscription. The company has delivered over 1 billion meals and raised $150M+ in funding.
The Insights Function sits within Customer Care and uses data to understand customer interaction behaviors, surfacing what's working, what isn't, and where the organization should focus next.
As the Customer Care Insights Reporting Analyst, you will own the end-to-end strategy and implementation of all Customer Care reporting. Your core responsibilities include:
**Own the Reporting Strategy:**
- Design, build, and maintain performance reporting dashboards to support daily Care operations
- Serve as the single point of contact for Customer Care reporting—fielding questions, collecting feedback, triaging issues, and keeping stakeholders unblocked
- Partner with Customer Care, Insights leadership, and cross-functional teams on ad hoc reporting requests
- Sequence and track dependencies across Insights, Ops, WFM, Voice of Customer (VOC), and other Customer Care sub-functions
- Collaborate with Customer Care Tools & Intelligence and Data Analytics teams on tooling improvements
- Treat existing reporting and processes as a starting point; continuously identify opportunities to simplify, strengthen, and improve workflows
- Communicate with executive presence, distilling proposals, recommendations, and data-driven insights into clear, compelling readouts for senior leadership
**Turn Data Into Decisions:**
- Analyze operational data and quality performance to assess what's working and identify improvement opportunities
- Share trends and learnings about customer and advisor experiences with partners across Customer Care and beyond
- Support the Insights Operations Manager in executing core strategies and driving progress toward coaching-related OKRs
- Advocate for the customer in rooms where reporting priorities and tradeoffs are decided
- Diagnose gaps correctly and route them to the right owner (Insights, Ops managers, Platforms, Data Analytics, Product Engineering, or reporting design)
- Follow fixes through until scoped, sequenced, and closed
The role requires quarterly travel to other TFD offices and is open to employees based in Boca Raton, Nashville, or remote locations. The company operates an in-office culture with expectations of 4-5 days per week in office to foster collaboration.
**Requirements:**
- 1-3 years of experience in reporting, analytics, or business intelligence (experience in customer support/service environment is a plus)
- Proficiency in SQL and comfort querying, shaping, and validating data from large datasets
- Experience building and maintaining dashboards or reports in BI tools
- Familiarity with conversation analytics or QA/evaluation tooling (a plus)
- Strong written and verbal communication skills—able to translate data into clear stories stakeholders can act on
- High attention to detail and comfort owning the accuracy of reporting other teams rely on
- Ability to juggle multiple ad hoc requests and shifting priorities without losing sight of the core reporting roadmap
- Collaborative approach to working across Customer Care, Insights, and Operations
- Comfort using AI tools to work smarter; ability to use AI to accelerate analysis, automate repetitive tasks, and pressure-test insights while applying sound judgment to validate outputs
