Group Product Manager, CX Operations

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

As a Group Product Manager, you will lead the definition, delivery, and evolution of The Farmer’s Dog’s AI/Learning Language Model (LLM) tools for our customer support agents. Your mission will be twofold: 1) to empower our customer support agents with cutting-edge AI tools, and 2) to shape the future of customer-facing conversational AI experiences. This high-impact role sits at the intersection of AI technology, customer experience, and digital experience design, helping to build a product that’s as empathetic, efficient, and effective as the humans it supports.

You will partner closely with engineering, design, data, and customer experience groups to drive a vision for AI tools that improve the efficiency of internal workflows and elevate customer interactions. Over time, you’ll develop a strategy to extend these AI-driven solutions into customer-facing conversational experiences that redefine how we engage with dog owners at all stages of their journey.

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

• • Define the Vision and Strategy: Own the roadmap for AI-driven customer support tools, balancing immediate enhancements with a long-term vision for customer-facing conversational AI experiences.
  • Scale Customer Empathy and Support: Customer support is a critical differentiator at TFD - dog people (TFD employees) helping dog lovers (our customers) helping dogs live longer lives. This role is responsible for empowering customer support agents to scale their deep sense of empathy by enabling them to resolve issues faster and more efficiently. 
  • Demonstrate AI Excellence: Define and execute initiatives to integrate advanced LLM capabilities, ensuring that our solutions leverage the latest in AI innovation to deliver personalized and delightful customer interactions. Establish yourself as an AI/LLM expert at TFD and expand both knowledge and use across other areas of the company. 
  • Improve the Customer Journey: Leverage quantitative and qualitative data to deeply understand the customer journey across all stages, mindsets and personas. Use this data to identify opportunities for AI to improve every stage of the customer journey, from support to proactive engagement.
  • Evolve Our Conversational AI Capabilities: Oversee the development of a scalable conversational AI framework that powers new use cases across customer support, marketing, and beyond.
  • Collaborate Cross-Functionally: Work closely with stakeholders across operations, data, engineering, and design to ensure alignment on goals and seamless execution of projects. Lead by doing not just delegating.

We're Excited About You Because

• • You are a proven leader: You have 7+ years of product management experience, and a demonstrable passion and curiosity for managing ML and/or AI-driven products.
  • You’re customer-obsessed: You have a track record of deeply understanding user needs and building solutions that delight them.
  • You’re data-driven: You’re comfortable using quantitative and qualitative data to inform decision-making and can design experiments to test hypotheses.
  • You understand AI: You have hands-on experience with LLMs or similar technologies and are familiar with their capabilities, limitations, and applications.
  • You collaborate effectively: You love working cross-functionally and can inspire teams to rally behind a shared vision.
  • You thrive in ambiguity: You’re comfortable with ambiguity and adept at navigating uncharted territory, with a demonstrated ability to turn complex challenges into actionable plans.
  • You love dogs: Not just a bonus—it’s a way of life!

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 DEI Philosophy:

Our company’s mission is rooted in deep, genuine care for dogs – and for the people who love them. As an organization we are full of individuals who are unique in many ways, but all united in a mission of providing true peace of mind to dog lovers everywhere. Fixing this industry and improving the lives of pets and their people will be a difficult, decades-long endeavor. We believe the best use of our time, energy, and resources as a collective team is to focus on this mission, and on supporting our team to do their best work and be their best selves. In support of this we’re committed to hiring and supporting a diverse workforce, and investing in internal structures, opportunities, hiring/promotions processes, and training that create and sustain an inclusive team. We strive to provide an experience at TFD that will be invested, meaningful and memorable as we progress on the journey to reimagine how we feed and care for our pets.

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 $190,000 - $210,000 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.