Customer Care Ops Manager

The Farmer's Dog•Nashville, TN

5d•Onsite

About The Position

The Farmer’s Dog is seeking a Customer Care Ops Manager to join their Customer Care team. This role is crucial in developing a high-performing Customer Care organization by fostering leadership, enhancing advisor performance, and cultivating an environment where individuals can excel. The Ops Manager will collaborate with the Manager Group to establish clear expectations, build accountability, and align business priorities with actionable steps. This position will also act as a cross-functional liaison for initiatives impacting Customer Care, facilitating collaboration, removing obstacles, and ensuring thoughtful implementation across the broader Care organization. The core of this role involves creating an exceptional experience for both employees and customers, while driving continuous improvement within the organization. The role is primarily during core business hours (9 AM - 6 PM, Monday-Friday) but will involve regular rotations for on-call duties, weekends, holidays, and extended hours. As The Farmer's Dog grows, Customer Care hours may expand, requiring Ops Managers to adapt to additional hours as needed.

Requirements

3-5 years of management experience, with several in a managerial capacity or a history of continuous leadership growth within a CC organization
A solid understanding of managerial best practices, building training programs, and demonstrated empathy
A strong background in synthesizing & analyzing data
Process-oriented, knowing how to define goals & measure success
Solid command of CRM platforms and Customer Care tools
Impeccable attention to detail
Strong communication, collaboration, and interpersonal skills
Strong ability to prioritize multiple projects and quickly adapt in an evolving environment
An infectious positive attitude

Responsibilities

Develop and coach Manager Group through regular coaching, feedback, goal setting, and career development, helping them grow as leaders and strengthen the performance of their groups.
Support advisor development by ensuring Managers are equipped to coach, recognize strengths, address opportunities, and create meaningful growth paths for their Advisors.
Build accountability and ownership by setting clear expectations and helping leaders connect individual and group performance to broader Customer Care goals.
Turn performance insights into action by using data, advisor feedback, and customer insights to identify root causes, determine the right actions, and follow through on results.
Champion Iconic Care by keeping the customer experience at the center of decisions and helping leaders translate our standards into everyday advisor behaviors.
Partner cross-functionally to improve the employee and customer experience, bringing together the right partners to solve problems and create better solutions.
Serve as a point of contact for Customer Care initiatives, helping coordinate communication, gather feedback, identify potential challenges, and ensure initiatives are effectively supported across Managers and Advisors.
Lead through change by creating clarity, communicating the why, anticipating concerns, and helping leaders and Advisors successfully adopt new processes, tools, and expectations.
Proactively identify and solve problems by looking ahead, challenging the status quo, and taking action before issues become larger barriers for the organization.
Strengthen a high-performing culture by modeling high standards, urgency, ownership, and excellence in how you lead and hold others accountable.
Bring people together by building strong partnerships across Customer Care and the broader organization to find solutions that are thoughtful, practical, and in the best interest of our people and customers.
Recognize and reinforce great work by celebrating progress, calling out the behaviors that drive strong outcomes, and creating a culture where people know their contributions matter.
Communicate progress and outcomes by clearly sharing accomplishments, key results, challenges, and progress toward objectives with the appropriate stakeholders.