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Director, Workforce Management and Capacity Planning

3 months ago

Nashville, Tennessee, United States The Farmer's Dog Full time

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

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 SVP of CX.

This role will directly interact with key business leaders, supporting a midsize contact center. A successful leader must have skills to influence at an executive level, and 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.

How You'll Make An Impact

  • 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.

We're Excited About You Because

  • 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, and emails.
  • Excellent communication, forecast modeling, data visualization and conceptual thinking skills including ability to present complex material to senior leaders

Office Guidelines

This position sits in Nashville. 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.

A Few of Our Best Benefits

  • 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

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.