The Farmer's Dog

The Farmer's Dog

Director, Workforce Planning & Operational Optimization

Boca Raton, Florida, United States · Director

Sponsorship not specifiedDetected 22 days ago
Data VisualizationForecastingExcelProcess ImprovementPerformance ManagementLeadershipCommunicationCollaboration

About the role

  • Then this may be the opportunity for you!
  • This role will directly interact with key business leaders, supporting a midsize customer care organization.
  • One Team: We don't think of ourselves as "Acquisition Marketers", "Engineers", "Data Analysts", or "Product Managers".

Responsibilities

  • 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.
  • Experience leading and developing Capacity Planning and Workforce Management Teams

Requirements

  • 10+ years of experience in Business Operations, Implementation, or Strategic Planning experience, or equivalent Management experience
  • Contact center workforce management experience with support to multiple channels of interaction including voice, sms, chats, and emails.
  • 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.

Nice to have

  • Experience driving significant process improvements across multiple areas of the business, Six Sigma certification a plus

Compensation

  • Market-competitive compensation and equity packages

Benefits

  • 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.
  • 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.

Company info

  • 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
  • What We Stand For and Where You'll Come In
  • 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.
  • Are you a forward-thinking leader looking to join a rapidly growing organization?
  • Do you enjoy working for an organization with an impactful mission and great culture?
  • We are looking for a Director, Workforce Planning & Operational Optimization leader to join our growing team!

Equal opportunity

  • The Farmer's Dog, Inc. is an equal employment opportunity employer and does not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religion, creed, national origin, physical or mental disability, protected veteran status or any other legally protected characteristic or status.
  • For more information, please visit Know Your Rights.
  • Reasonable Accommodations
  • TFD complies with applicable federal, state, and local disability laws and makes reasonable accommodations for applicants and employees with disabilities.
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