Director, Workforce Planning & Operational Optimization

About the role

The Farmer’s Dog is seeking a Director, Workforce Planning & Operational Optimization to join our growing team. Reporting directly to the SVP of Customer Care, this role will lead the Capacity Planning and Workforce Management functions, our internal Quality Assurance teams, and lead strategic initiatives to improve overall operational performance and efficiency within our Customer Care department.

Responsibilities

• Lead the development of a systematic and disciplined team using a forward-thinking mindset.
• Support 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, customer experience, as well as operational efficiency.
• Overhaul key workflows to drive improved efficiency and contact reduction via product and engineering.
• Lead in the adoption of AI across the organization.
• Be a key leader in building effective reporting and analytics for the entire Customer Care organization.
• 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.
• Travel to other TFD offices (Nashville or NYC) approximately one-week per month to build a collaborative and invested environment to foster our unique in-person culture, and meet with key stakeholders to effectively partner and influence other business leaders.

Requirements

• 10+ years of experience in Business Operations, Implementation, or Strategic Planning experience, or equivalent Management experience.
• Experience driving significant process improvements across multiple areas of the business, Six Sigma certification a plus.
• Experience balancing customer experience and operational efficiency to improve customer retention/loyalty.
• 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.

Qualifications

• 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. We are seeking individuals who excel in this type of environment, where being present fosters deeper connections and engagement.
• Belonging Philosophy: At TFD, we believe Belonging is a shared commitment to creating a workplace where every person feels respected, valued, and empowered to be themselves. When people feel a true sense of belonging, they do their best work, take smart risks, and bring forward diverse perspectives — leading to stronger decisions and deeper relationships.

Skills

• Strong leadership and strategic planning skills.
• Proven ability to manage and optimize large-scale operations.
• Experience with workforce management systems and tools.
• Ability to analyze data and make informed decisions.
• Excellent communication and interpersonal skills.

Benefits

• Market-competitive compensation and equity packages.
• Comprehensive Healthcare, Dental, and Vision.
• Company supported mental health benefits.
• 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.

Pay

Compensation and benefits are competitive and commensurate with experience.

Schedule

This role is based in Boca Raton, FL and requires travel to other TFD offices (Nashville or NYC) approximately one-week per month.