Customer Care Insights Reporting Analyst

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

The Insights Function sits within Customer Care and uses data to understand the behaviors that go into every customer interaction - surfacing what’s working, what isn’t, and where the organization should focus next.

As the Customer Care Insights Analyst, you’ll own the strategy and implementation of all Customer Care reporting. You’ll design, build, and maintain performance reporting dashboards to support daily Care operations. Leverage raw operational data and insights to streamline team workflows, address reporting gaps, and support advisor coaching and progression. As the end-to-end owner, you’ll be the single point of contact when reporting needs or issues arise.

This role will require travel to other TFD offices quarterly, and is open to all Customer Care locations (Boca Raton, Nashville, and Remote employees).

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

Own the reporting strategy

Own, execute, and evolve the strategy for Customer Care reporting end to end, including identifying additional reporting needs as the team and business evolve.

Serve as the single point of contact for Customer Care reporting - fielding questions, collecting feedback, triaging issues, and keeping stakeholders unblocked.

Partner with Customer Care, Insights leadership, and other cross functional partners on ad hoc reporting requests.

Sequence and track dependencies across Insights, Ops, WFM, Voice of Customer (VOC), and other CC sub-functions, surfacing anything about to slip before it does.

Collaborate with with cross functional partners, such as Customer Care Tools & Intelligence and Data Analytics on tooling

A focus on iteration and continuous improvement; Treat existing reporting and processes as a starting point rather than a finished product, consistently looking for opportunities to simplify, strengthen, and improve how the work gets done.

Executive presence and polish in communication; Build confidence in distilling proposals, recommendations, and data-driven insights into clear, concise, and compelling readouts for senior leadership.

Turn data into decisions

Analyze operational data and quality performance to assess whether an area is working, and continuously identify opportunities to improve it.

Share trends and learnings about what customers and advisors are experiencing with partners across Customer Care and beyond, so insight doesn’t stay locked in a dashboard.

Support the Insights Operations Manager in executing core strategies and driving progress toward coaching-related OKRs.

Advocate for the customer in rooms where reporting priorities and tradeoffs get decided, and bring recommendations on where to invest next and why.

Diagnose gaps correctly and route them to the right owner - a reporting gap can belong to Insights, Ops managers, Platforms, DAI, ProdEng or the reporting design itself.

Follow the fix through until it’s scoped, sequenced, and closed.

We're Excited About You Because

1 - 3 years of experience in reporting, analytics, or business intelligence; experience in a customer support/service environment is a plus.

Proficiency in SQL and comfort querying, shaping, and validating data from large datasets.

Experience building and maintaining dashboards or reports in a BI tools.

Familiarity with conversation analytics or QA/evaluation tooling is a plus..

Strong written and verbal communication skills - able to translate data into a clear story stakeholders can act on.

High attention to detail and comfort owning the accuracy of reporting other teams rely on.

Ability to juggle multiple ad hoc requests and shifting priorities without losing sight of the core reporting roadmap.

A collaborative approach to working across Customer Care, Insights, and Operations.

Comfort using AI tools to work smarter; Use AI to accelerate analysis, automate repetitive reporting tasks, and pressure-test insights, while applying sound judgment to validate outputs before sharing them with stakeholders.

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. We ask all team members to be in office 4 - 5 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.

Our Belonging Philosophy:

At TFD, we believe Belonging is a shared commitment to creating a workplace where eve