Analytics Manager, Customer Experience

Who We Are

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

What We Stand For and Where You’ll Come In

We’re looking for an experienced Analytics Manager to work holistically across our Customer Experience (CX) group to achieve our mission: deliver effective care that doesn’t just meet expectations but shatters them – a level of care as personal as the love our customers have for their dogs. 

You’ll be responsible for synthesizing a wide-variety of data sources to identify opportunities to improve our veterinary outreach experiences as well as our vet facing product. You’ll have the opportunity to take the foundation we have in place today and evolve it effectively with the business to ensure we continue to design seamless and deeply personalized experiences.

In the role, you’ll partner closely with teams across the business in Product, Engineering, CX, Operations, Data Engineering, Analytics Engineering, Data Scientists and other Analysts to build a best-in-class experiment design, insight generation engine. 

This is an opportunity to take ownership of an area in the company that is ready for innovation in measurement strategy and analytics.You’ll have real ownership over improving the lives of the dogs while making a foundational impact on optimizing dog health outcomes as we continue on our growth efforts. 

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.

How You'll Make An Impact

• Lead data analytics in the CX space, collaboratively developing their strategy in delivering iconic customer care, and measuring their impact on the business.
• Develop and execute the CX group’s learning agenda, using data to deeply understand interactions between our customers and our agents and reveal opportunities to methodically improve their experience. 
• Inform the CX group’s prioritization decisions and establish their OKRs. 
• Build frameworks for rapid experimentation design and analysis.
• Own the vision for CX reporting needs with focus on pushing the boundaries of our understanding of customer feedback, issue resolution, and our agents’ impact on customer outcomes - not just within the CX group, but across the entire organization. 
• Coordinate with Data Engineering and Analytics Engineering to design and build out data infrastructure that scales well and enables flexible analysis, and stakeholder self service 
• Lead and grow a highly engaged, impactful Analytics group by providing career growth, support and effective feedback, ensuring that the team is executing for impact

We're Excited About You Because

• You have 5-8+ years of experience in either a data or software engineering related field. 
• You have experience in Looker, Tableau or a similar BI tool.
• You’re able to translate business needs into technical requirements for Data Science, Data Engineering and Analytics functions, and have hands-on experience building out data architecture. 
• You have strong SQL skills and a deep understanding of relational databases and how to leverage a wide-variety of data structures to drive insights and power customer-facing communications. 
• You have experience in a high-growth D2C and/or subscription business 
• You have expert-level analytical skills and a proven track record of using data to drive customer-facing impact and business results. 
• You are detail-oriented and proactive, you thrive as a self-starter and excel in managing multiple projects simultaneously.
• You are an owner, have excellent problem-solving and communication (both written and verbal) skills and can prioritize tasks effectively
• You are able to build strong cross-functional relationships, effectively facilitate discussions and drive consensus
• You're a skilled communicator and have the ability to absorb and distill complexity into simple terms. You can leverage data to tell compelling stories to influence decision makers.
• You love dogs 

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.

Our 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.

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.

A Few of Our Best Benefits

• Dog-friendly office in Greenwich Village
• 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. For this role the anticipated hiring base compensation range is $170,000.00 - $190,000.00 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.

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.

Reasonable Accommodations

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 humansops@thefarmersdog.com.