Director, Customer Care & Operational Excellence

Applied Labs; Boca Raton, Northern (FL, KY); Hybrid; USD 180,000 - 240,000; Full time

Benefits offered by this job

Dog-friendly office in Boca Raton

Market-competitive compensation and 1%

Comprehensive Healthcare, Dental, and

Job summary

The Farmer's Dog is seeking a Director, Operational Excellence to lead critical customer care functions, including Voice of the Customer, Customer Care Insights, Planning and Workforce Management, and AI-enabled process improvements. You will partner with product, engineering, marketing and supply chain to deliver an effortless customer experience and scalable operations.

This in-office role is based in Boca Raton, FL.

Qualifications

• 10+ years of experience in Business Operations, Implementation, or Strategic Planning experience or equivalent management.
• Experience driving significant process improvements across multiple areas of the business; Six Sigma certification a plus.
• Experience balancing customer experience and operational efficiency to improve retention.
• Experience leading Capacity Planning and Workforce Management Teams.
• Contact center workforce management experience with multiple channels (voice, SMS, chats, emails).
• Excellent communication, forecast modeling, data visualization and presenting complex material to senior leaders.

Responsibilities

• Build vision for a disciplined, scalable team and process.
• Lead capacity, workforce management, forecasting and planning activities and schedules.
• Drive strategic plan reviews to ensure on-target execution.
• Identify and implement process improvements for customer and operational efficiency.
• Overhaul workflows to improve efficiency and reduce contacts via product/engineering.
• Lead AI adoption across the organization.
• Develop reporting and analytics for the Customer Care org.
• Address capacity planning risks and develop mitigation strategies.

Skills

10+ years experience

Process improvements

Customer experience focus

Capacity planning

Workforce management

Communication & forecasting

Job description

The Farmer's Dog is seeking a Director, Operational Excellence to lead critical customer care functions, including Voice of the Customer, Customer Care Insights, Planning and Workforce Management, and AI-enabled process improvements. You will partner with product, engineering, marketing and supply chain to deliver an effortless customer experience and scalable operations.

This in-office role is based in Boca Raton, FL.