Director, Workforce Planning & Operational Optimization

The Farmer's Dog • Boca Raton, FL

17h • Onsite

About The Position

The Farmer’s Dog is seeking a forward-thinking leader to join their growing team as a Director, Workforce Planning & Operational Optimization. This role will report directly to the SVP of Customer Care and will be based in Boca Raton, FL. The position involves leading Capacity Planning and Workforce Management functions, internal Quality Assurance teams, and strategic initiatives to enhance operational performance and efficiency within the Customer Care department. The successful candidate will interact with key business leaders, support a midsize customer care organization, and influence at an executive level. Responsibilities include establishing capacity models and processes to meet service performance goals, accommodate new initiatives, achieve budget targets, and inform operational decisions. The role also involves leading the QA process, leveraging AI technology, and identifying continuous improvement opportunities. Partnering with stakeholders across the company is crucial for driving operational improvements and optimization. The company emphasizes a collaborative, mission-driven culture where teams align to goals and customer problems are solved holistically. They value a skeptical approach to ideas, a focus on the customer journey, execution for impact, and working without assumption, prioritizing hypotheses validation and rapid learning.

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.

Nice To Haves

• Six Sigma certification

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
• Number of Employees: 251-500 employees