Director, Workforce Management & Capacity Planning

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 bulk bags of highly-processed mystery pellets with a personalized subscription service that sends healthy, freshly-made dog food directly to customers’ doors. Our ultimate goal is to create innovative, delightful 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 200 million 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 Management and Capacity Planning leader to join our growing team! In this role, you will lead the Capacity Planning and Workforce Management function, support the Customer Experience (CX) department while reporting directly to the VP of CX.

This role will have direct interaction with key business leaders, supporting a midsize contact center. A successful leader must have skills to influence at an executive level, the ability to articulate end-to-end capacity planning and workforce plans while navigating continuous changes. 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. In addition, be a strategic thought partner when it comes to identifying continuous improvement opportunities to drive efficiency and effectiveness. This leader will have accountability for growing a high-performing team across capacity planning and workforce management.

• 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, internal/external customer experience
• 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

• Business Operations, Implementation, or Strategic Planning experience, or equivalent Management experience
• 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, emails, and IVR
• Excellent communication, forecast modeling, data visualization and conceptual thinking skills including ability to present complex material to senior leaders

• Market-competitive compensation and equity packages
• Comprehensive Healthcare, Dental, and Vision
• 12 week paid parental leave
• Competitive 401k plan with company match
• Flexible paid time off policy
• Discounted fresh food for your pup
• Your pet interrupting video calls is now a feature, not a bug

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