VP, Customer Excellence & Network Planning

Company Overview
Farmers Business Network® ( FBN® ) is on a mission to power the prosperity of family farmers and rural communities around the world, transforming how the world farms with an integrated, technology-enabled agricultural platform.
We offer high ROI farm inputs, fintech and sustainability products and services powered by network data, and farm-tested insights from our global farmer community. Our platform helps FBN® members make confident decisions to ensure the economic viability of their farms, while also empowering them to be a part of the solution as the global community confronts its most pressing issues: providing food security for a growing population, transitioning to more sustainable agriculture, and responding to climate change.
We are a dynamic, innovative, and mission-driven AgTech company that offers competitive compensation and benefits as well as boundless career mobility. We are backed by top investors, including Fidelity, ADM, Google Ventures, Kleiner Perkins, DBL Partners, T Rowe Price and Temasek. We have been featured in these articles by the Wall Street Journal and Forbes , and were also named " One of the 50 Most Innovative Companies in the World " by Fast Company Magazine.
Position Summary
This individual is responsible for the promotion of Customer Excellence throughout the FBN Direct organization in order to maximize FBN value in the eyes of our customers. In addition to being responsible for the front line Customer Service organization and long term Network Planning, they will be enablers for the FBN Direct organization (Sales, Category Management, Procurement, Production, Logistics, Inventory Management, Customer Service) to achieve higher success rates through the lens of customer outcomes, the analysis of existing process improvement opportunities using data, and ongoing task mining to identify opportunities for automation. They will also be responsible for operational systems SMEs and partnering with Product and IT teams to clarify problems and align on solutions and road maps. The successful candidate will have a clear ability to identify opportunities for improvement at both a tactical and strategic level, leveraging data and processes to identify core problems, actions and solutions that have long term positive customer impact. The most impactful candidate will be able to engage cross functionally with data, technology and operational teams to define what being Customer focused means for a rapidly growing company at scale.
Responsibilities

• Create the vision and strategy for FBN's Customer Service front line organization while managing its day to day front line operations leveraging leading Customer Service/Support/Success best practices..
• Be responsible for the creation and management of FBN's Network Planning function.
• Manage a team of embedded Problem Solvers to deeply understand FBN Direct pain points and help define encompassing Problem Statements
• Leverage in team analytical resources to create scrappy solutions where possible and create a culture of data driven operations throughout the organization
• Serve as the engagement point with Data Science, IT and Product teams to define and prioritize FBN Direct needs..
• Leverage embedded resources to define holistic solutions for process improvement and automation
• Own the design and development of ongoing productivity metrics, tools, dashboards, etc. to drive key business decisions.
• Partner with stakeholders to align on strategic initiatives and outcomes.
• Model data and metadata for ad hoc and pre-built reporting.
• Drive cross-functional strategic initiatives to continuously improve overall cost structure and customer experience.

Minimum Qualifications

• Minimum 4 year degree with a focus in Supply Chain Management or similar or equivalent experience in Supply Chain Operations, Operational Data Analytics, Product Management or Customer Service
• 10 years of experience in at least 2 of the following areas - Supply Chain Operations, Operational Data Analytics, Product Management or Customer Service

Preferred Qualifications

• MBA or MS with Supply Chain Management or similar focus

Characteristics

• Passionate about building world class organizations that put the customer first.
• Strategic vision combined with tactical solutioning in a high volume environment.
• Comfortable in a fast-paced start-up environment - working with ambiguity and being hands on.
• Strong ability to influence and drive to cross functional alignment.
• Experience managing analytical or product teams
• Highly independent, goal-oriented and solution driven
• Strong verbal and written communication skills and the ability to influence without authority
• Ability to work well within time constraints, able to effectively prioritize in a high demand environment within multiple locations
• Must be able to travel ~10% of the time

The following represents FBN's reasonable estimate of the US national average base salary range of possible compensation for this role based on market data and placement of internal employees: $245,000 - $265,000 plus bonus.
This salary range may vary based on geography and variations in cost of labor. Beyond the above or adjusted to market salary range, FBN also offers all full-time employees competitive equity compensation, health and wellness benefits, and various perks.
FBN is proud to be an equal opportunity employer that is committed to diversity and inclusion in the workplace. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. FBN considers qualified applicants with criminal histories, consistent with applicable federal, state and local law.
We participate in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program here .
FBN is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please email fill out this form .
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