Customer Experience Quality Assurance Manager

Who We Are

The Farmer’s Dog is the fastest growing pet health service company in the US, and was born from a mission to change the landscape of pet health, providing dogs and their humans with honest, smart, and simple care – a fresh proposition in an industry riddled with manipulative and misleading marketing. We’re starting by radically improving the $100 billion pet food market, replacing bulk bags of highly-processed pellets with a personalized subscription service that sends healthy, freshly-made dog food, balanced by top veterinary nutritionists, directly to customers’ doors. Our ultimate goal is to create innovative, honest, and delightful experiences across all aspects of pet care, and we believe our direct-to-consumer business model, holistic approach to growth, and dynamic and forward-thinking culture uniquely position us to shepherd this backwards industry into the future. 

To date, The Farmer’s Dog has delivered hundreds of millions of 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 our customers, health to their companions, and much-needed change to the way people feed and care for their pets.

#LongLiveDogs

Where You'll Come In

Our CX Quality Assurance function plays an essential role in guiding our CX department to make every customer interaction amazing, and we’re looking to hire our Quality Assurance Manager. This opportunity is available to candidates from either the Fort Lauderdale, Florida or Nashville, Tennessee area.

As the leader of the QA function, you will be responsible for managing our Quality Assurance Specialists and owning the QA strategy to evaluate our CX customer interactions. Our QA function prides itself on providing constant feedback to not only our associates, but also to our CX Support function to improve and develop resources that drive high quality experiences. 

In this role, you will have the opportunity to refine and shape our program’s impact, drive alignment around what quality is to The Farmer’s Dog, and work to identify and reduce the biggest risks to an exceptional customer experience. You will be responsible for continuously improving the framework through which we gather insights and feedback about our customer service interactions and associate performance. You will also work cross-functionally to measure the success of training, launches, and products through customer interactions. 

 How You'll Make An Impact

• Own and drive the strategy of our Quality Assurance function including working with an AI platform to uncover conversational intelligence and QA data that can be used to coach customer facing team members
• Leverage Quality Assurance data to identify trends, opportunities for improvement across the department and company due to disjointed processes, as well as monitor and calibrate performance of our department
• Manage our Quality Assurance Specialists and their collective work
• Work collaboratively with all members of the CX Support and CX Service functions to problem-solve, prioritize, and implement solutions to identified process or knowledge gaps
• Establish QA benchmarks and rubrics to provide insightful reports and metrics that are leveraged by Service in performance management
• Manage supplemental QA workflows like calibrations, appeals, service recovery, and our conversation flagging system
• Maintain an expert-level knowledge of TFD, CX and CX training products, processes, and internal management systems and tools
• Act as the system-expert and point of contact for our QA tools and ensure users have the training and resources needed to leverage these tools
• Update existing QA rubrics, calibration processes, coaching plans and materials based on hands-on experience, CX associate feedback, data analysis, and industry insights
• Develop high quality resources and documents across our suite of QA tools/software
• Establish and oversee productive coaching methods to allow all CX department members a helpful and judgment-free way to obtain help
• Train new CX Associates on the objectives and function of our QA program

We're Excited About You Because

• You have 3+ years of experience in customer service, and experience in Quality Assurance 
• You 1+ years of people management experience and are ready to manage direct reports and the program strategy
• You are an agile learner who can quickly master new technology and processes 
• You have demonstrated excellence at collecting and analyzing data to drive insights to stakeholders that reduce churn and improve the customer experience
• You are world-class at translating multiple datasets into actionable insights and can turn data into an easy-to-follow story
• You have experience managing QA software and working cross functionally to improve the relationship with our tools
• You are an expert at building relationships with colleagues and use strong communication skills and emotional intelligence to be an effective coach and communicator, both in-person and via video conference
• You will constantly question existing processes and tools to find opportunities for continuous improvement
• You value and leverage misunderstandings and misalignments as areas of opportunity and to learn from new perspectives
• You lead by example and have a “no task is ever too big or too small for us to all work together and contribute for the collective good” mentality
• You have strong writing and content creation skills
• You thrive with change and are detail-oriented, organized, and collaborative team player
• You are comfortable with change and confident in your ability to guide your team through and reduce the friction that comes along with it
• You love dogs.

Office Guidelines

Upon our office opening, we ask all team members to be in office a minimum of 2-3 days a week to build a collaborative and invested environment to foster our unique in-person culture we are proud to have. This office policy is subject to change at company discretion.

Our DEI Philosophy:

Our company’s mission is rooted in deep, genuine care for dogs – and for the people who love them. As an organization we are full of individuals who are unique in many ways, but all united in a mission of providing true peace of mind to dog lovers everywhere. Fixing this industry and improving the lives of pets and their people will be a difficult, decades-long endeavor. We believe the best use of our time, energy, and resources as a collective team is to focus on this mission, and on supporting our team to do their best work and be their best selves. In support of this we’re committed to hiring and supporting a diverse workforce, and investing in internal structures, opportunities, hiring/promotions processes, and training that create and sustain an inclusive team. We strive to provide an experience at TFD that will be invested, meaningful and memorable as we progress on the journey to reimagine how we feed and care for our pets.

A Few of Our Best Benefits

• Dog-friendly office in Nashville and Fort Lauderdale
• 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 policy
• Discounted fresh food for your pup
• Your pet interrupting video calls (and in-person meetings) is now a feature, not a bug

#LI-Onsite #LI-Hybrid