Customer Experience People Manager

Customer Experience People 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.

What We Stand For and Where You'll Come In

We are in search of a People Manager, CX to join the Customer Experience team at The Farmer's Dog. The primary role of the People Manager is to train and mentor their Group Lead and Associates (50%). In this, they are directly responsible for focusing their groups on delivering exceptional customer treatments - our top priority. They will spend 30% of their time on projects that will enhance employee and customer experiences. Importantly, they will also devote 20% of their time handling escalated issues, including handling customer contacts in real-time.

A successful People Manager should have the ability to proactively identify and solve problems. They will be able to mentor and help with career roadmap planning for both Group Leads and Associates. A People 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.

People Managers will be expected to instill their direct reports 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 QA process driven in large part by the groups themselves, participate in ticket handling calibration sessions and provide guidance to all on best practices.

• 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.

How You'll Make An Impact

Implement effective CX procedures, policies, standards and best practices

Utilize strong de-escalation skills to assist customers in need, resolving any escalated customer concerns in a timely manner

Highlight trends and patterns from customer inquiries, injecting positive change across the business with creative tools to aid customers, i.e. #SeekBetter

We're Excited About You Because

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

We commit to building a competitive compensation package and company environment for all individuals to thrive. We believe in competitive base compensation rooted in location specific market data and performance along with equity ownership in the