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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 team performance. You'll support advisor development by ensuring managers are equipped to coach, recognize strengths, address performance gaps, and create meaningful growth paths. A key responsibility is building accountability and ownership by setting clear expectations and connecting individual and group performance to broader Customer Care goals.
You will 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 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. 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, strengthening high-performing culture, bringing people together, recognizing great work, and communicating progress and outcomes are core to the role.
The position primarily operates during core business hours (9 AM–6 PM, Monday–Friday) but requires 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 are expected to expand, and Ops Managers will be expected to flex to work additional hours as needed. The company maintains an in-office culture and seeks individuals who thrive in a collaborative, shared workspace environment.
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
