Director, AI-Driven Customer Care & Ops

The Farmer’s Dog, Inc.; Boca Raton, Northern (FL, KY); Hybrid; USD 170,000 - 210,000; Full time

Benefits offered by this job

Dog-friendly office in Boca Raton

Market-competitive compensation and/or

equity packages

Healthcare, Dental, Vision

Mental health benefits

12 weeks parental leave

401k with company match

Flexible PTO

Discounted fresh food for your pup

Pet-friendly video calls

Job summary

The Farmer’s Dog, Inc. is seeking a Director of Customer Care, Operational Excellence to shape and govern critical capacity, workforce planning, and continuous improvement across the customer care function.

You will partner with product, engineering, marketing, and supply chain to deliver outstanding service while driving efficiency and a best-in-class customer experience. You’ll lead an internal Voice of the Customer program and the Customer Care Insights team, influence senior leaders, and

Qualifications

• 10+ years of experience in business operations, implementation, or strategic planning.
• Proven track record of driving cross-functional process improvements at executive level.
• Experience building capacity planning and workforce management teams.
• Contact center workforce management experience with multi-channel support (voice, SMS, chat, email).

Responsibilities

• Build the vision for and lead development of a systematic and disciplined team.
• Lead capacity, workforce management, forecasting and planning activities to meet service goals.
• Drive regular strategic plan reviews to ensure on-target execution.
• Identify and implement process improvements to enhance experience and efficiency.
• Advise on AI adoption across the organization and measure impact.
• Develop reporting and analytics for the Customer Care organization.
• Assess risks and develop mitigation plans for capacity and workforce changes.

Skills

Business Ops

Strategic Planning

Process Improvement

Capacity Planning

Workforce Mgmt

Executive Stakeholders

Job description

The Farmer’s Dog, Inc. is seeking a Director of Customer Care, Operational Excellence to shape and govern critical capacity, workforce planning, and continuous improvement across the customer care function.

You will partner with product, engineering, marketing, and supply chain to deliver outstanding service while driving efficiency and a best-in-class customer experience. You’ll lead an internal Voice of the Customer program and the Customer Care Insights team, influence senior leaders, and