Director of Operational Excellence

• We are looking for a Director, Operational Excellence leader to join our growing team! In this role, you will lead a number of key functions that are critical to The Farmers Dog in delivering an unrivaled customer experience
• Specifically, this role will lead our internal Voice of the Customer program, influencing key leaders and teams such as product engineering, product, marketing, supply chain, retail, and more
• In addition, this role will lead our internal Customer Care Insights team (formerly QA), which is focused on providing our operations team with insights to help improve performance when interacting with our customers
• This role will also lead our Planning and Workforce Management functions, to ensure we provide an effortless experience to our customers by answering contacts in real-time, while being efficient
• Finally, this role will also drive continuous improvement in our digital product by working closely with product managers on ensuring the customer experience is as easy as possible when managing their subscription
• This role will report into SVP of Customer Care. We are an in-office company and this role will be based in Boca Raton, FL
• This role will directly interact with key business leaders, supporting a midsize customer care organization. A successful leader must have skills to influence at an executive level, and the ability to articulate end-to-end capacity planning and workforce plans, lead process improvement, and other strategic initiatives
• You’ll be accountable for establishing capacity models and processes that support business leaders’ efforts to achieve consistent service performance, accommodate new initiatives, deliver budget goals, and make operational decisions based on timely relevant information
• This role will also help lead our QA process as we look to leverage AI technology to improve internal operations performance and customer outcomes
• In addition, be a strategic thought partner when it comes to identifying continuous improvement opportunities to drive efficiency and effectiveness
• Partnering with other key stakeholders across the company will be critical to drive operational improvements and optimization
• Build the vision for and lead development of a systematic and disciplined team using a forward-thinking mindset
• Lead the team that supports capacity, workforce management, forecasting and planning activities including employee schedules to cover short, medium, and long-term strategy to meet service level and saturation goals supporting various levels of leadership and stakeholders
• Drive regular strategic plan reviews to drive on-target execution
• Identify and implement process improvements to enhance the employee, customer experience, as well as 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
• Be a key leader in building effective reporting and analytics for the entire Customer Care organization
• Drive resolution and/or mitigation of current and anticipated capacity planning and workforce challenges, analyzing and identifying critical workforce requirements vital to execute strategic business plans
• Identify potential risks when implementing change along with developing mitigation strategies and plans
• Travel to other TFD offices (Nashville or NYC) approximately one-week per month to build a collaborative and invested environment to foster our unique in-person culture, and meet with key stakeholders to effectively partner and influence other business leaders

Benefits

• Dog-friendly offices
• Equity packages
• Healthcare, Dental, and Vision insurance
• 401k match
• 12-week paid parental leave
• Flexible PTO and work-from-home policy
• Discounted fresh dog food
• Your pet interrupting video calls and in-person meetings is now a feature, not a bug- Experience balancing customer experience and operational efficiency to improve customer retention/loyalty
• Experience leading and developing Capacity Planning and Workforce Management Teams
• Experience driving significant process improvements across multiple areas of the business, Six Sigma certification a plus
• Excellent communication, forecast modeling, data visualization and conceptual thinking skills including ability to present complex material to senior leaders
• Contact center workforce management experience with support to multiple channels of interaction including voice, sms, chats, and emails
• 10+ years of experience in Business Operations, Implementation, or Strategic Planning experience, or equivalent Management experience