Senior Data Analyst, Workforce Management

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

You’ll partner with key stakeholders within the CX department to provide strategic insight into CX data and associate performance. You’ll report into the Sr. Manager, Workforce Management to deliver insight into metrics, build and validate reporting on KPI’s and provide partners with accurate and actionable data, scheduling and adherence tracking, spend time diving into performance metrics, process efficiency, and pain points that can be focused on to improve the overall customer experience. 

You also enjoy using new technologies to address business problems, improve processes, and report on both agent and customer metrics. You thrive on the opportunity to encourage multi-functional teams and build an environment of constant innovation. You’re not afraid of deadlines, complexity, or competing priorities, and course correct with ease. You’re extremely organized and efficient. A fast-paced environment gives you energy, and you Play Team for partners to count on.

How You’ll Make An Impact

• Performing data analysis tasks such as data validation, building reports for CX, identifying trends, and providing recommendations for action based on findings.
• Building and defining data accuracy across CX reporting needs and KPI’s.
• Owning weekly reporting requirements for Weekly Business Review and Agent performance metrics.
• Identifying big-picture trends across one or more lines of business within CX and working with cross-functional partners to drive results.
• Finding drivers and solutions to issues and matching findings from different sources to improve SLAs and drive efficiency. 
• Designing, owning and delivering complex reporting and analysis solutions to provide rich insights on CX data, processes, performance, and quality.
• Conducting deep-dive analysis, maintain, and review new and existing reporting/models ensuring accuracy using Excel, GBQ, and internal WFM Tools.
• Sharing knowledge and insights from reporting, analysis, and tool rollouts with business leaders within CX.

We’re Excited About You Because 

• Bachelor’s degree or 3+ years of Workforce Management experience.
• 3+ years of work experience with Customer Service data analytics.
• 4+ years of Customer Service work experience.
• Experience with Microsoft Office Suite and Google’s G-Suite (Sheets and Slides).
• Experience with HR Tools/WFM Software/Google BigQuery/SQL.
• Strong skill of Excel formulas (e.g.,Ranges, VLOOKUP, pivot tables, and conditional formatting).
• Strong verbal and written communication skills and the ability to communicate data-based information effectively and concisely with all levels of the business.
• Project Management experience is a plus.
• Experience analyzing data, building reports and presentations, and identifying opportunities based on KPI trends.

Even better if you have one or more of the following:

• Excellent critical thinking and decision‐making skills.
• High professional standards for service, confidentiality, and quality of work.
• Ability to work effectively under tight time constraints and deliver accurate results.
• Ability to work independently without close supervision and effectively manage multiple priorities and deadlines.

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

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.