The Farmer's Dog

The Farmer's Dog

Group Product Manager, Customer Care Tools

New York, New York, United States

Sponsorship not specifiedDetected 22 days ago
Data ScienceLLMsA/B TestingProduct ManagementExcelPerformance ManagementCustomer SupportLeadershipCollaboration

About the role

  • One Team: We don't think of ourselves as "Acquisition Marketers", "Engineers", "Data Analysts", or "Product Managers".
  • Beyond denoting skill sets and areas of expertise, we don't think departments matter.

Responsibilities

  • Own the CCT Pod Roadmap: Lead the Customer Care Tools pod, including defining, prioritizing, and delivering tooling that empowers our advisors to resolve issues faster, more accurately, and with greater empathy.
  • Build With the Platform in Mind: The best advisor-facing tools don't just solve today's problem - they become the foundation for tomorrow's customer experience.
  • You'll build and execute against the CCT roadmap so that validated workflows and intelligence can scale directly to consumers.
  • You're not just improving support; you're building Phase 1 of TFD's broader consumer experience platform.
  • Scale Customer Empathy: Customer support is a critical differentiator at TFD - dog people helping dog lovers, helping dogs live longer, healthier lives.
  • Guide and support TFD in developing strong judgment around when and how to use AI and LLMs, helping build organizational capability and best practices.
  • Use Data to Drive Every Decision: Leverage quantitative and qualitative data to identify where tooling creates the most leverage. Design experiments, measure what matters, and build the data foundation that makes our experiences smarter with every interaction.
  • You're energized by empowering people. Whether it's an advisor trying to help a worried dog owner or a customer trying to manage their plan, you care deeply about the humans on both ends of the experience.
  • You think in systems, not just features. You understand the difference between solving a problem and building infrastructure that prevents the problem.
  • You're data-driven. You're comfortable with both quantitative analysis and qualitative research. You design experiments to validate hypotheses before scaling but understand that a balanced portfolio consists of validation-driven experimentation AND big bets.

Requirements

  • You have 8+ years of product management experience, with a track record of shipping tools and experiences that genuinely improved people's lives.
  • You've led these calls across diverse stakeholders, with clear frameworks and honest trade-offs, and you can speak specifically to how those decisions played out.

Skills

  • their empathy, their product knowledge, their ability to find the right solution for a specific dog and a specific owner.
  • Better tooling means advisors spend less time on the routine and more time on what actually matters.
  • every dog owner deserves the kind of guidance that actually makes a difference.
  • In 2014, that meant a real person calling every new customer.
  • AI is one of the most powerful levers you'll have, and you'll use it thoughtfully:

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.
  • You can turn a long-term vision into a sequenced, actionable roadmap that adjusts as we learn more.
  • Not just a bonus - it's a way of life.
  • Define and Drive the Consumer Experience Vision: Partner with product, design, engineering, data and Customer Care leadership to develop the roadmap for how internal tools evolve into consumer-facing experiences.

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.
  • The Farmer's Dog was built on a simple idea: every dog owner deserves the kind of guidance that actually makes a difference.
  • Today, it means building experiences - increasingly powered by AI - that scale that same warmth and intelligence across every touchpoint, for every customer.
  • As Group Product Manager, you will own the strategy, roadmap, and execution for our Customer Care Tools and Intelligence (CCTI) pod - the team building tooling that empowers our Customer Care advisors to provide iconic care, thereby increasing customer acquisition and retention - while simultaneously shaping how those tools evolve into a broader platform that also power our consumer-facing experiences.
  • You'll see it through from the advisor-facing tools we're building today to the customer-facing experiences they become tomorrow.
Apply directly at The Farmer's Dog →Create a free account for alerts like thisView The Farmer's Dog immigration profile

This listing is sourced directly from The Farmer's Dog's careers page and normalized into a canonical job model.