Group Product Manager, Customer Care Tools

About this role

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 Farmer's Dog was built on a simple idea: every dog owner deserves the kind of guidance that actually makes a difference. In 2014, that meant a real person calling every new customer. Today, it means building experiences — increasingly powered by AI — that scale that same warmth and intelligence across every touchpoint, for every customer.

As Group Product Manager, you will own the strategy, roadmap, and execution for our Customer Care Tools and Intelligence (CCTI) pod — the team building tooling that empowers our Customer Care advisors to provide iconic care, thereby increasing customer acquisition and retention — while simultaneously shaping how those tools evolve into a broader platform that also power our consumer-facing experiences. You'll see it through from the advisor-facing tools we're building today to the customer-facing experiences they become tomorrow.

This role sits at the intersection of technology, customer experience, and platform thinking. You'll work closely with engineering, design, data, and our Customer Care org to deliver tools that address the root cause of why customers are reaching out, helping our advisors resolve issues faster and with greater empathy. AI is one of the most powerful levers you'll have, and you'll use it thoughtfully: knowing when it's the right solution and building it in a way that compounds toward the consumer platform we're creating. You'll hold the longer arc in mind at every step, ensuring the workflows and intelligence we build today can scale directly to our consumer-facing experiences.

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 CCT Pod Roadmap: Lead the Customer Care Tools pod, including defining, prioritizing, and delivering tooling that empowers our advisors to resolve issues faster, more accurately, and with greater empathy. That means the right solution might be a workflow improvement, smarter routing, or an AI-powered tool. You'll know the difference and choose accordingly.

• Build With the Platform in Mind: The best advisor-facing tools don't just solve today's problem — they become the foundation for tomorrow's customer experience. You'll build and execute against the CCT roadmap so that validated workflows and intelligence can scale directly to consumers. You're not just improving support; you're building Phase 1 of TFD's broader consumer experience platform.

• Scale Customer Empathy: Customer support is a critical differentiator at TFD — dog people helping dog lovers, helping dogs live longer, healthier lives. Your tools should amplify what makes our advisors exceptional: their empathy, their product knowledge, their abil

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