Customer Experience Group Lead

Who you are

You have a proven track record in customer operations, ideally with experience leading teams in a fast-paced environment. Your leadership style is focused on developing and empowering your team, ensuring they have the tools and support needed to excel in their roles. You understand the importance of customer satisfaction and are passionate about creating positive experiences for both customers and associates. You are adaptable and can navigate the challenges of a growing company, always looking for ways to improve processes and enhance service delivery. You possess excellent communication skills, allowing you to effectively convey expectations and provide constructive feedback to your team. You are committed to fostering a culture of collaboration and continuous improvement, encouraging your team to share ideas and innovate.

What you'll do

As the Customer Experience Group Lead, you will be responsible for managing a team of 10-15 front-line associates, guiding them in their daily tasks and ensuring they deliver exceptional service to our customers. You will set performance goals and monitor progress, providing coaching and support to help your team achieve their objectives. You will collaborate with other departments to streamline operations and enhance the overall customer experience. Your role will involve analyzing customer feedback and operational metrics to identify areas for improvement, implementing changes that drive efficiency and satisfaction. You will also play a key role in training new associates, ensuring they are well-equipped to meet the needs of our customers. Additionally, you will be involved in strategic planning, contributing insights that help shape the direction of our customer operations.

What we offer

At The Farmers Dog, we believe in the importance of a healthy work-life balance, offering flexible working arrangements that include hybrid options. You will be part of a mission-driven company that is dedicated to improving pet health and customer experiences. We provide opportunities for professional development and growth within the organization, encouraging you to expand your skills and advance your career. Our culture is built on collaboration and innovation, where your ideas and contributions are valued. We also offer competitive compensation and benefits, ensuring that our team members are rewarded for their hard work and dedication.