Group Product Manager, Customer Care Tools

About the role

The Farmer's Dog was built on a simple idea: every dog owner deserves the kind of guidance that actually makes a difference. In 2014, that meant a real person calling every new customer. Today, it means building experiences — increasingly powered by AI — that scale that same warmth and intelligence across every touchpoint, for every customer.

This role sits at the intersection of technology, customer experience, and platform thinking. You'll work closely with engineering, design, data, and our Customer Care org to deliver tools that address the root cause of why customers are reaching out, helping our advisors resolve issues faster and with greater empathy. AI is one of the most powerful levers you'll have, and you'll use it thoughtfully: knowing when it's the right solution and building it in a way that compounds toward the consumer platform we're creating. You'll hold the longer arc in mind at every step, ensuring the workflows and intelligence we build today can scale directly to our consumer-facing experiences.

What We Stand For and Where You’ll Come In

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

• Own the CCT Pod Roadmap: Lead the Customer Care Tools pod, including defining, prioritizing, and delivering tooling that empowers our advisors to resolve issues faster, more accurately, and with greater empathy. That means the right solution might be a workflow improvement, smarter routing, or an AI-powered tool. You'll know the difference and choose accordingly.
• Build With the Platform in Mind: The best advisor-facing tools don't just solve today's problem — they become the foundation for tomorrow's customer experience. You'll build and execute against the CCT roadmap so that validated workflows and intelligence can scale directly to consumers. You're not just improving support; you're building Phase 1 of TFD's broader consumer experience platform.
• Scale Customer Empathy: Customer support is a critical differentiator at TFD — dog people helping dog lovers, helping dogs live longer, healthier lives. Your tools should amplify what makes our advisors exceptional: their empathy, their product knowledge, their ability to find the right solution for a specific dog and a specific owner. Better tooling means advisors spend less time on the routine and more time on what actually matters.
• Define and Drive the Consumer Experience Vision: Partner with product, design, engineering, data and Customer Care leadership to develop the roadmap for how internal tools evolve into consumer-facing experiences. This includes proactive outreach powered by data science models and customer-facing guided flows that reduce contact volume by solving problems before customers need to reach out.
• Use Technology — Including AI — as a Tool, Not a Goal: Use technology thoughtfully and strategically, selecting the right solution for each problem. Guide and support TFD in developing strong judgment around when and how to use AI and LLMs, helping build organizational capability and best practices.
• Use Data to Drive Every Decision: Leverage quantitative and qualitative data to identify where tooling creates the most leverage. Design experiments, measure what matters, and build the data foundation that makes our experiences smarter with every interaction.

We're Excited About You Because

• You're an experienced product leader. You have 8+ years of product management experience, with a track record of shipping tools and experiences that genuinely improved people's lives.
• You're energized by empowering people. Whether it's an advisor trying to help a worried dog owner or a customer trying to manage their plan, you care deeply about the humans on both ends of the experience.
• You think in systems, not just features. You understand the difference between solving a problem and building infrastructure that prevents the problem.
• You're customer-obsessed. You talk to customers and advisors regularly, bring their voice into prioritization, and build solutions that creatively solve their pain points.
• You're data-driven. You're comfortable with both quantitative analysis and qualitative research. You design experiments to validate hypotheses before scaling but understand that a balanced portfolio consists of validation-driven experimentation AND big bets.
• You're AI-literate and clear-eyed about it. You're familiar with LLMs and AI-powered products, including their capabilities, their limitations, and when they're the right tool for the job. You don't reach for AI by default; you reach for the best solution.
• You make smart build / buy / integrate decisions. You know where building proprietary creates real, differentiating customer value — and where a vendor solution gets you there faster. You've led these calls across diverse stakeholders, with clear frameworks and honest trade-offs, and you can speak specifically to how those decisions played out. You don't build for the sake of building.
• You thrive in ambiguity. You can turn a long-term vision into a sequenced, actionable roadmap that adjusts as we learn more.
• You collaborate and inspire. You bring engineering, design, data, and customer care along with you, and you make the work better because of it.
• You love dogs. Not just a bonus — it's a way of life.

A Few of Our Best Benefits

• Dog-friendly office in SoHo
• 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

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.