Office Experience Manager - Boca Raton

Who We Are

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 ninety 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

We have big ambitions, our mission is to give dog lovers true peace of mind by helping them do the best for their dogs – this will require us to completely reimagine how we care for our dogs and drive meaningful shifts in an industry that is desperate for change. We don’t believe this is possible by implementing “best practices” or operating how the rest of the industry operates. 

One Team: We don’t think of ourselves as “Marketers”, “Engineers”, “Data Analysts”, or “Product Managers”. Beyond denoting skill sets and areas of expertise, we don’t think departments matter. We’d rather align ourselves to the goals we’re working to achieve and make sure we have the necessary subject matter expertise to drive meaningful impact. We strive to orient ourselves around customer problems TOGETHER – getting the right people, with the right context, in the right rooms to solve problems holistically. 

We are skeptical about everything and precious about nothing:  Ideas can and should come from anywhere, and we aren’t tied to our own.  We proactively source input.  We talk to our customers and leads regularly and are quick to change course if we know there’s a better or more impactful way to solve problems.   

We consider the customer journey in all of our decisions:  We know that no interaction exists in a silo and therefore understand how important every single one is.  We ensure our strategy sets customers up for success and drives long-term retention.  We answer questions and address problems early and proactively. 

We execute for impact:  We’re uninterested in how we compare to “benchmarks”; instead we orient ourselves around being the best we can possibly be. Similarly, we don’t subscribe to rigid or classical expectations of roles.

Where You'll Come In

We are launching our first flagship office in Boca Raton, Florida and are seeking an energetic, positive, organized individual to lead our Florida office experience! This location will primarily support our Customer Experience organization and we are excited to create the best possible experience of our employees’ careers, which is where you come in! This person will have the opportunity to positively influence our amazing work culture by executing our overall employee experience strategy, cultivating relationships with all members of the Team and acting as a thought partner on ways we can continuously improve. This role is perfect for you if you are a roll your sleeves up builder, willing to pitch in wherever needed, along with thriving in an ever-evolving environment. 

How You'll Make An Impact

• Lead the launch of our flagship Boca Raton, Florida office from buildout to opening day and beyond, project managing all aspects of the office launch project, including vendor coordination and supervision
• Own the office experience for our Florida employees, including office and facilities management, organization, inventory management, operations & procedures and maintaining the physical space
• Elevate and streamline the office experience by introducing process improvements, experimenting with new and innovative ways of delivering our Employee Experience (EX)
• Manage the Florida office budget to make suggestions as our company continues to scale with a goal of maximizing resources to gain the most value for our employees
• Partner with the Nashville and NYC HQ groups to execute the TFD employee experience strategy for Florida employees (offsites, all hands, team/function lunches, swag)
• Provide support to executives and senior leaders as needed (meetings, lunches, visitor management etc.)
• Manage and work with facility staff to maintain the office, set up food and restock system, maintain the appearance of the space, own the office request email handle, menu plan, and anything else to optimize the best possible office experience for TFD
• Assist in the execution of our TFD Florida Camp - a yearly offsite to build camaraderie and joy within TFD
• Partner with Function Heads, CX and IT leaders to understand unique areas of opportunity to elevate the experience for our CX organization
• Be a culture champion and a driver of our company values 

We're Excited About You Because

• You have at least 3 years in an office management lead role, with a preference for experience supporting a call center environment or supporting a CX or sales call function.
• You're a skilled communicator and have the ability to absorb and distill complexity into simple terms to drive decision making.
• You have a strong sense of urgency and the ability to pivot when needed.
• You are detail-oriented and proactive, you thrive as a self-starter and excel in managing multiple projects simultaneously.
• You are an owner, have excellent problem-solving and organizational skills and can prioritize tasks effectively
• You are able to build strong cross-functional relationships, effectively facilitate discussions and drive consensus
• You demonstrate critical thinking, detail orientation, empathy, adaptability, creativity, and self-motivation.
• You excel in communication (written, oral, verbal, and nonverbal), creativity, facilities/office management, project management, budget management, and vendor management.
• You have mastery of Google Workplace.
• Experience with Slack and Mac (a plus!)
• You are located in Florida and are willing to come into the office 5 days a week (with flexibility to work remotely in specific situations).
• You are a dog person that is comfortable working with and around dogs!

Who We Are

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

Are you a dog person who has always thought that there was a better way to deliver service - simply, easily and with love - just like our food? Do you have a desire to engage in meaningful conversations while helping our customers improve the quality of their dog’s lives? Are you passionate about the idea of disrupting the pet food industry and providing healthy human grade food for dogs?

Our Customer Experience Department (CX) is looking for people who will be the eyes and ears of our customer service organization. We need people who can consistently deliver a positive, world class customer experience via phone, email, and text. Our goal is to resolve customer queries with fast, friendly, and courteous service.

Service can include responding to inquiries regarding billing, delivery status, account information, updating payments methods, nutritional information and general questions about subscriptions.

This opportunity is a full-time role of 40 hours per week. Candidates must be able to commute to and work from at our Florida office on-site.

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. We’d rather align ourselves to the goals we’re working to achieve and make sure we have necessary subject matter expertise to drive meaningful impact. We strive to orient ourselves around customer problems TOGETHER – getting the right people, with the right context, in the right rooms/Zooms to solve problems holistically.

We are skeptical about everything and precious about nothing: Ideas can and should come from anywhere, and we aren’t tied to our own. We proactively source input. We talk to our customers and leads regularly and are quick to change course if we know there’s a better or more impactful way to solve problems.

We consider the customer journey in all of our decisions: We know that no interaction exists in a silo and therefore understand how important every single one is. We ensure our strategy sets prospective and new customers up for success and drives long-term retention. We answer questions and address problems early and proactively. We understand the value of different channels, initiatives, and messages and know how to articulate impact and advocate for prioritization holistically.

We Execute For Impact: We don’t subscribe to “best practices” or “industry KPIs”. We’re uninterested in how we compare to “benchmarks”; instead we orient ourselves around being the best we can possibly be. Similarly, we don’t subscribe to rigid or classical expectations of roles – i.e. acquisition is hyper-focused on improving customer retention and experience.

We Are Focused and Work Without Assumption: We are not beholden to ideas. We have goals and believe everything beyond that is a series of hypotheses to validate. To that end, we seek to work in sequence and not in parallel. We constantly ask ourselves, “what’s the most important hypothesis I should be working on right now? How do I confirm or reject that hypothesis as fast as possible?”. We rarely have timelines/deadlines and are constantly taking in new information and adjusting our priorities accordingly. We don’t expect to be perfect the first time.

How You'll Make An Impact

• Deliver exceptional customer service through inbound phone contacts, email, text and chat.
• Resolve customer issues with a high degree of empathy while building value in our products.
• Respond to customers in a timely manner with thorough and accurate information.
• Document customer interactions in our contact management system and CRM so that we understand how to improve the customer experience.
• Work independently with customers but also be able to share information about these conversations with your colleagues, e.g. People Leads/Managers and Cross-Functional Leads.
• Comply with all company and department policies and procedures.

We're Excited About You Because

• You provide service with a human touch to each and every customer you help.
• You are exceptionally comfortable speaking on the phone with customers. 
• You are resilient. You’ve developed skills that allow you to overcome the daily challenges of a CX role.
• You’re flexible and comfortable balancing multiple priorities when needed.
• You are proud of your ability to de-escalate unhappy customers and turn them into advocates.
• You pride yourself on your outstanding interpersonal and organizational skills.
• You thrive on going above and beyond for people and treating each customer conversation as unique.
• You operate with ownership, are a self-starter, and have a strong attention to detail.
• You keep a positive demeanor as you learn, grow, and develop in a new environment.
• You are uniquely YOU! We've found that dog lovers with a variety of backgrounds and interests can excel. Whether you’re starting your career or looking for a career change, we encourage you to apply!

Office Guidelines:

We are an in-office culture, made of in-office people who thrive on the collaboration and magnetism of working in a shared space. While we are temporarily remote as we search for our dream office location scheduled to open in Q1 of 2025, we are seeking individuals who excel in this type of environment, where being present fosters deeper connections and engagement. Until our new office opens, this role will initially be remote, requiring reliable home internet access with the necessary upload/download speeds.

Our Belonging 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 Boca Raton, Florida
• 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
• Discounted fresh food for your pup
• Your pet interrupting video calls (and in-person meetings) is now a feature, not a bug

Equal Employment Opportunity Statement

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.  If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact humansops@thefarmersdog.com.