Customer Care Ops Manager

The Farmer's Dog • Boca Raton, FL

6d • 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 leader development, 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. Additionally, this role will serve 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 objective is to create an exceptional experience for both employees and customers, while driving continuous improvement within the organization.
This position is primarily scheduled during core business hours (9 AM - 6 PM, Monday - Friday), with regular rotations for on-call or Manager on Duty responsibilities during weekends, holidays, and extended hours. As The Farmer's Dog experiences rapid growth, customer care hours may expand, requiring Ops Managers to adapt and potentially work 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.

Benefits

• Dog-friendly office
• Market-competitive compensation and equity packages
• Comprehensive Healthcare, Dental, and Vision
• Company sponsored mental health benefit and coaching through Modern Health
• 12 week paid parental leave
• Competitive 401k plan with company match
• Flexible PTO and hybrid work policy
• Discounted fresh food for your pup
• Your pet interrupting video calls (and in-person meetings) is now a feature, not a bug

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed