Cx, Senior Manager - Training & Development

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
You will be joining a group that has a passion for helping empower CX associates to feel confident in their roles through skills and knowledge development. As the Senior Manager, CX Training and Development you will be responsible for analyzing and building out training programs from onboarding to continuous improvement, knowledge base management and our QA program. In addition, you will help create a closed loop between training and QA a to ensure our knowledge base effectively supports onboarding new hires through to upskilling tenured associates.
This is an opportunity to collaborate across disciplines in a high-speed environment to create impactful deliverables for the larger CX organization while helping dogs live healthier, happier, and longer lives.
How You'll Make An Impact

• Support annual planning and goal setting. Plan and complete strategic projects that have clear and measurable return on investment. Build and manage project schedules and plans to support delivery
• Work with leadership teams to prioritize CX training and development needs.
• Develop and present training material, conduct regular QA audits, and to make appropriate changes based on the training and QA results.
• Oversee the information architecture of our knowledge management platform, ensuring that information is easily findable and usable and always kept up to date.
• Analyze training needs to develop new training programs or modify and improve existing programs.
• Help design and build blended learning solutions to appeal to a variety of adult learning styles (i.e., decks, videos, infographics, games, interactive learning, and job-shadowing)
• Ability to track and analyze QA and training metrics to make data-driven changes to processes.
• Be responsible for providing performance feedback, coaching and mentoring your direct reports, and developing talent with the goal to continuously raise team performance.
• Continuously improve content for consumption based on behavioral data, preferences of the CX organization, and leading research around how to consume which types of information for best retention.
• Track, supervise progress, define key performance indicators and program success metrics, and report on status against objectives

We're Excited About You Because

• Experience managing direct reports in a fast-paced environment.
• Are a self-starter with the ability to manage time and objectives in a fast-paced environment.
• Consistent record of influencing stakeholders to achieve impact through collaboration, presence, and strong interpersonal skills.
• 2+ years managing direct reports preferred
• A real passion for servicing customers and improving the overall customer experience.
• Outstanding in both communication and analytical skills.
• Have the ability to think critically and love to pay attention to detail.
• Strong cross-group collaboration, time management, ability to prioritize effectively, and negotiation skills.
• 5+ years of Training and Development experience
• Are dedicated with a strong sense of initiative, accountability, and composure managing through ambiguity.
• Are a collaborative, teammate with a strong focus on delivering to have an impact.

Candidates must be within a commutable distance of NYC, Fort Lauderdale FL, or Nashville TN to be considered for this role at this time. The ideal candidate will also willing to travel between 3 offices (NYC, Nashville & Ft Lauderdale) once a quarter.
Office Guidelines
The office is open and available for all Monday through Friday. 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

• Comprehensive Healthcare, Dental, and Vision
• Company sponsored mental health benefit and coaching through Modern Health
• 12 week paid parental leave
• Market-competitive compensation and equity packages
• Your pet interrupting video calls (and in-person meetings) is now a feature, not a bug
• Competitive 401k plan with company match
• Discounted fresh food for your pup
• Flexible PTO and hybrid work policy
• Dog-friendly office in Greenwich Village

We commit to building a competitive compensation package and company environment for all individuals to thrive. We believe in competitive base compensation rooted in location specific market data and performance along with equity ownership in the company that allows every team member to build their personal wealth as the company grows, just as much as we believe in fostering a culture that supports our team members personally, professionally, and holistically. For this role the anticipated hiring base compensation range is $105,000 - $125,000 USD Annual and the compensation offered will include a robust market competitive package of base and equity. In addition to your base compensation offer you will also receive equity ownership in the company. More information about the value of this equity will be shared at the time of offer. This range is representative of NYC Market Data if you are applying to this role outside of the NYC area the range may change.