Director, Customer Care & Operational Excellence

The Farmer's Dog; Boca Raton (FL); On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Dog-friendly office in Boca Raton

Competitive compensation and equity

Job summary

The Farmer's Dog seeks a Director of Operational Excellence to lead critical customer care and planning functions from its Boca Raton office. You will drive Voice of the Customer programs, QA improvements, and workforce planning to deliver an effortless customer experience while maintaining efficiency.

You will partner with product, engineering, and leadership to embed continuous improvement and AI-driven insights across operations, reporting to the SVP of Customer Care.

Qualifications

• 10+ years in Business Operations, Implementation, or Strategic Planning or equivalent management experience
• Experience driving significant process improvements across multiple business areas; Six Sigma a plus
• Experience balancing customer experience and operational efficiency to improve retention

Responsibilities

• Build vision and lead a disciplined, scalable team with a forward-thinking mindset
• Lead capacity, workforce management, forecasting and planning activities to meet service levels
• Drive strategic plan reviews and ensure on-target execution; identify process improvements
• Overhaul workflows to improve efficiency and reduce contacts via product and engineering
• Lead adoption of AI across the organization; build reporting and analytics for Customer Care
• Mitigate capacity planning risks and develop workforce strategies; partner with stakeholders
• Travel to Nashville or NYC about one week per month to collaborate with other leaders

Job description

The Farmer's Dog seeks a Director of Operational Excellence to lead critical customer care and planning functions from its Boca Raton office. You will drive Voice of the Customer programs, QA improvements, and workforce planning to deliver an effortless customer experience while maintaining efficiency.

You will partner with product, engineering, and leadership to embed continuous improvement and AI-driven insights across operations, reporting to the SVP of Customer Care.