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The Farmer's Dog is seeking a Customer Care Operations Manager to join their Customer Care team. The company is a direct-to-consumer pet food subscription service that has delivered over 1 billion meals nationwide and raised over $150M in funding. The role is central to building a high-performing Customer Care organization.
In this position, you will develop and coach a manager group through regular coaching, feedback, goal setting, and career development to strengthen their leadership capabilities and the performance of their teams. You'll support advisor development by ensuring managers are equipped to coach, recognize strengths, address performance opportunities, and create meaningful growth paths. A key responsibility is building accountability and ownership by setting clear expectations and helping leaders connect individual and group performance to broader Customer Care goals.
You'll turn performance insights into action by using data, advisor feedback, and customer insights to identify root causes and determine appropriate actions. You'll champion the company's customer care standards by keeping the customer experience at the center of decisions and helping leaders translate those standards into everyday advisor behaviors. Cross-functional partnership is essential—you'll work across the organization to improve both employee and customer experience, bringing together the right partners to solve problems and create better solutions.
Additionally, you'll serve as a point of contact for Customer Care initiatives, coordinating communication, gathering feedback, identifying potential challenges, and ensuring initiatives are effectively supported across managers and advisors. You'll lead through change by creating clarity, communicating the rationale, anticipating concerns, and helping leaders and advisors successfully adopt new processes and tools. Proactively identifying and solving problems before they become larger barriers is expected, as is strengthening a high-performing culture by modeling high standards, urgency, ownership, and excellence.
The role requires building strong partnerships across Customer Care and the broader organization, recognizing and reinforcing great work, and communicating progress and outcomes clearly to appropriate stakeholders. Note: This role will primarily operate during core business hours (9 AM–6 PM, Monday–Friday) but will require regular rotations of on-call or Manager on Duty periods for weekends, holidays, and extended hours. As the company grows, Customer Care hours of operations may expand, and Ops Managers will be expected to flex to work additional hours as needed.
The Farmer's Dog operates as an in-office culture where collaboration and presence in a shared space are valued. The company emphasizes a "One Team" philosophy, skepticism about everything, customer-journey-focused decision-making, execution for impact, and working without assumptions.
**Requirements:**
- 3–5 years of management experience, with several years in a managerial capacity or a history of continuous leadership growth within a Customer Care organization
- Solid understanding of managerial best practices, building training programs, and demonstrated empathy
- Strong background in synthesizing and analyzing data
- Process-oriented mindset with ability to define goals and measure success
- Solid command of CRM platforms and Customer Care tools
- Impeccable attention to detail
- Strong communication, collaboration, and interpersonal skills
- Strong ability to prioritize multiple projects and quickly adapt in an evolving environment
- Infectious positive attitude
