Director Customer Care, Operational Excellence

The role

You will lead key functions including Voice of the Customer, Customer Care Insights, Planning, and Workforce Management. You will drive continuous improvement in digital products and lead the adoption of AI to improve operations and customer outcomes.

What you will do

• Build the vision for and lead development of a systematic and disciplined team
• Lead the team that supports capacity, workforce management, forecasting and planning activities
• Drive regular strategic plan reviews to drive on-target execution
• Identify and implement process improvements to enhance employee, customer experience, and operational efficiency
• Overhaul key workflows to drive improved efficiency and contact reduction via product and engineering
• Lead in the adoption of AI across the organization
• Build effective reporting and analytics for the entire Customer Care organization
• Drive resolution and mitigation of capacity planning and workforce challenges
• Identify potential risks when implementing change and develop mitigation strategies

Required qualifications

• 10+ years of experience in Business Operations, Implementation, or Strategic Planning experience, or equivalent Management experience
• Experience driving significant process improvements across multiple areas of the business
• Experience balancing customer experience and operational efficiency to improve customer retention/loyalty
• Experience leading and developing Capacity Planning and Workforce Management Teams
• Contact center workforce management experience with support to multiple channels of interaction including voice, sms, chats, and emails
• Excellent communication, forecast modeling, data visualization and conceptual thinking skills

Nice to have

• Six Sigma certification

Benefits

• Dog-friendly office in Boca Raton
• Market-competitive compensation and equity packages
• Comprehensive Healthcare, Dental, and Vision
• Company supported mental health benefits
• 12 week paid parental leave
• Competitive 401k plan with company match
• Flexible PTO
• Discounted fresh food for your pup

About the company

The Farmer’s Dog is a personalized subscription service that sends complete and balanced, freshly-made dog food directly to customers’ doors. The company aims to improve the pet food industry through a direct-to-consumer business model.