Customer Experience Quality Assurance Manager

The Farmer’s Dog was born from a mission to change the landscape of pet health, providing dogs and their humans with honest, smart, and simple care. We’re starting by radically improving the $90 billion pet food industry, replacing bags of highly-processed pellets with a personalized subscription service that sends complete and balanced, freshly-made dog food directly to customers’ doors. Our ultimate goal is to create innovative, delightful and personalized experiences across all aspects of pet care, and we believe our direct-to-consumer business model, holistic approach to growth, and dynamic culture uniquely position us to shepherd this backwards industry into the future.
To date, The Farmer’s Dog has delivered over 1 billion 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 customers, health to their companions, and much-needed change to the way people feed and care for their pets.

#LongLiveDogs

We’re seeking a Quality Assurance Manager to lead our CX QA group, an essential function that empowers our agents to deliver iconic care. QA goes beyond compliance and checklists; it’s about redefining how we evaluate customer interactions by leveraging insights and strategic quality frameworks to deliver memorable, consistent service at scale.

In this role, you will shape the vision and impact of our QA program, align the organization around what quality means at The Farmer’s Dog, and drive the resolution of the highest-impact opportunities to elevate the customer experience. You will continuously enhance the frameworks we use to gather insights and feedback on customer interactions and associate performance.

You’ll also partner cross-functionally to analyze customer interactions and evaluate the effectiveness of L&D-led trainings, workflow improvements, and product launches.

You’ll spearhead initiatives that go beyond traditional QA – driving innovation, developing systems that elevate quality standards, and ensuring every customer interaction meets our highest expectations. 

One Team: 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.

• Own and drive the strategy of our Quality Assurance function, ensuring it directly supports CX goals and contributes to customer retention
• Manage the QA Senior Data Specialist(s), QA Lead, and stay actively engaged with QA Specialists’ performance and ensure they have the resources needed to be successful
• Collaborate with CX leadership to define what iconic care looks like, and ensure that vision is reflected in every customer interaction
• Create and evolve coaching programs that ensure high-level of grader alignment, including but not limited to calibration sessions
• Define and implement strategies for an AI-driven Quality Assurance program, harnessing its real-time insights to enhance our coaching efforts for customer-facing team members
• Own the appeals process by regularly reviewing appeal submissions and identify significant agent knowledge gaps and evaluate grader performance
• Work cross-functionally to problem-solve, prioritize, and implement solutions to identified process gaps, knowledge gaps, or products
• Establish QA benchmarks and rubrics to provide insightful reports and metrics that are leveraged by Service in performance management
• Maintain expert-level knowledge of TFD, CX processes, and systems, serving as the expert and primary CX point of contact for QA tools while collaborating with ProgEng and DSI to ensure needs are met
• Update existing QA rubrics, calibration processes, coaching plans, and materials based on hands-on experience, CX associate feedback, data analysis, and industry insights
• Establish and oversee productive coaching methods to allow all CX department members a helpful and judgment-free way to obtain help
• Ensure CX has the resources to understand the QA program’s impact, including standard rubric and criteria definitions, tooling instructions, rubric application, grader workflows, and performance expectations
• Train new CX Associates on the objectives and function of our QA program

• Have 3-5+ years of experience in customer service, and experience in Quality Assurance or conducting conversation review, preferred
• Are not just a QA expert – you’re a strategic thinker and systems builder who sees the big picture
• Are an impactful people leader ready to manage direct reports and the program strategy
• Are an agile learner who can quickly master new technology and processes 
• Have demonstrated excellence at collecting and analyzing data to drive insights to stakeholders that reduce churn and improve the customer experience
• Are an expert at building relationships with colleagues and use strong communication skills and emotional intelligence to be an effective coach and communicator
• Excel at managing projects from concept to completion
• Will constantly question existing processes and tools to find opportunities for continuous improvement
• Value and leverage misunderstandings and misalignments as areas of opportunity and to learn from new perspectives
• Lead by example and have a “no task is ever too big or too small for us to all work together and contribute for the collective good” mentality
• Have strong writing skills
• Thrive with change and are detail-oriented, organized, and collaborative team player

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.

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.
We anchor this belief in a simple phrase: “Everyone’s welcome at the dog park.” No matter your background, identity, or role, there’s space for you here. There’s no one way to show up at the dog park— just shared space, mutual respect, and the freedom to be yourself. Being included is just the beginning, it’s about contributing your voice, growing through challenges, and building trust through shared goals. This philosophy guides how we lead, how we hire, how we communicate, and how we grow.
                    
We continuously evaluate to ensure we are creating a consistent experience that cultivates belonging for all employees, from hiring and performance reviews to talent development. We also believe Belonging happens in everyday moments of connection; lunch with a new teammate, a shared laugh, or a quick story about your weekend. Our structure includes biannual employee surveys, manager training, TFD camps, and support from Humans to ensure we’re listening and learning from our Team.

Together, these efforts reflect what Belonging means at TFD: a culture where everyone can thrive.

• Dog-friendly office in Nashville and Boca Raton
• 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

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. 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. 

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.

TFD complies with applicable federal, state, and local disability laws and makes reasonable accommodations for applicants and employees with disabilities.  If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact [email protected].