Director, Workforce Planning & Operational Optimization

The Farmer's Dog • Boca Raton, FL

1d • Onsite

About The Position

The Farmer’s Dog was born from a mission to change the landscape of pet health, providing dogs and their humans with honest, smart, and simple care. We’re starting by radically improving the $90 billion pet food industry, replacing bags of highly-processed pellets with a personalized subscription service that sends complete and balanced, freshly-made dog food directly to customers’ doors. Our ultimate goal is to create innovative, delightful and personalized experiences across all aspects of pet care, and we believe our direct-to-consumer business model, holistic approach to growth, and dynamic culture uniquely position us to shepherd this backwards industry into the future. To date, The Farmer’s Dog has delivered over 1 billion meals nationwide and raised over $150M in funding to help us build a company as healthy as the dogs who are eating those meals. Join us as we continue to develop ways of bringing peace of mind to customers, health to their companions, and much-needed change to the way people feed and care for their pets. #LongLiveDogs

Are you a forward-thinking leader looking to join a rapidly growing organization? Are you passionate about building and developing teams and processes? Do you enjoy working for an organization with an impactful mission and great culture? Then this may be the opportunity for you! We are looking for a Director, Workforce Planning & Operational Optimization leader to join our growing team! In this role, you will lead the Capacity Planning and Workforce Management functions, our internal Quality Assurance teams, and also lead strategic initiatives to improve overall operational performance and efficiency within our Customer Care department, while reporting directly to the 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.

Requirements

• 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, Six Sigma certification a plus
• 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 including ability to present complex material to senior leaders.

Responsibilities

• 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 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
• 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: Director
• Education Level: No Education Listed