Veterinarian - CX Relations Manager (DVM)

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.

Where You'll Come In

The CX Veterinary Relations Manager is responsible for owning, developing and improving TFD’s interactions with veterinary professionals. They will be a key in-house expert to provide outreach to customers and veterinary professionals regarding questions related to customers and their dog’s health. In addition, they will help propel vet professionals through their journey with TFD via white glove, tailored, personalized interactions. They will do this primarily in partnership with our Customer Experience (CX) and Veterinary Relations teams. Furthermore, they will develop and provide valuable education and insight to their CX partners, and interpret the data around our interactions with vet pros to provide insights to our Veterinary Professional Affairs and Relations team.

A successful CX Veterinary Relations Manager will blend their medical knowledge and love for optimizing dog health outcomes with their deep, personal understanding of the day-to-day challenges and needs of veterinary professionals. They will use a passion for engaging and teaching to create thoughtful and meaningful reactive and proactive relationships and communications with our customers and the veterinary community that is connected to our customers, are our customers, or both. All of these interactions, and the data they generate, will be used to help fuel insights to better understand how to meet their needs and challenges, and better educate them throughout their journey. You will be responsible for prioritizing efforts and creating focus, and work cross functionally to drive success across an array of opportunities. 

This role requires us to completely reimagine how we interact with and educate customers and the veterinary profession, thereby enabling them to maximize their care for dogs. Fundamentally, we want you to help us drive meaningful shifts in an industry that is desperate for change. We don’t believe this is possible by blindly accepting ‘best practices’ or operating how the rest of the industry operates. Instead, we will be tireless to ensure that we fully understand customer and vet pros’ problems and design reimagined solutions to help them in profound ways.

How You'll Make An Impact

• Engage with CX to help answer customers in relation to questions and concerns that they have related to their dog, and to facilitate a growing, positive relationship with their veterinary care team.
• Engage with fellow veterinary professionals in a variety of manners and circumstances, in both proactive and reactive contexts. You will use these personalized interactions to both drive their understanding of TFD and their journey with us, as well as support the needs of your CX partners in supporting their customer needs
• Own, lead and adapt our CX protocols for customer interaction to better and more holistically include our engagement with veterinary professionals
• Be a thought partner with our Legal, VPAR, CX and Community oriented teams to help craft responses to Vet Pros in a variety of contexts (social media, reviews etc.)
• Work with our CX team on their education, training and responses to customers and veterinary professionals alike, in collaboration with numerous cross functional experts in this space
• Work with our CX Voice of the Customer and Consumer Research teams in customer and vet pro oriented outreach to derive insights, aid in ongoing research, and help foster a community who provide valuable feedback
• Establish a measurement framework that also makes generating insights easy, and enables your teammates to leverage these insights, driven in part by your deep understanding of them. You will routinely work cross functionally to share those insights with partners across the organization, especially inside the Professional Health and VPAR teams.
• The growth team has five principles that describe our approach:
• Holistic thinking: We know that nothing exists in a silo.
• Disciplined prioritization: We need to bring perspective, clarity, and guidance to the team.
• Data-driven decision-making: We use first principles and are skeptical. We establish context.
• Proactive collaboration: We build vast common knowledge and encourage synchronous, streamlined work from our colleagues and diversity in problem-solving.
• Execute for impact: We are responsible for the growth of the business and the perception of our brand. We are resilient, accountable and relentless.

We're Excited About You Because

• You are a consummate, professional “people person”, and you love the idea of regularly interacting with customers and your colleagues in the veterinary space, helping to support them while influencing their understanding of TFD and it’s mission through simple, clear education
• You are a skilled verbal and written communicator, with a knack for building rapport, connections and common ground
• You have an unfailing customer-centric mentality and crave collaboration in order to provide a flawless, world-class experience
• You love finding insights inside of mixed sets of data, and can distill those insights into highly actionable information
• You are a versatile and creative self-starter, energized by multi-channel work
• You are proactive, always on the lookout for new opportunities and solutions.
• You are highly organized and motivated, enabling you to prioritize effectively so you can drive towards solutions with the urgency they warrant 
• You are an end-to-end owner and feel a sense of full responsibility for our mission
• You love to be challenged by your work and are excited to tackle sophisticated, tricky problems without any standard off-the-shelf solutions
• You are intensely curious about the unknown, skeptical, and eager to understand ‘why’
• You have excellent problem-solving skills and can manage, sequence, and prioritize tasks effectively
• You are eager for speed with a work small/think big mindset and have a proven track record for experimentation and relentless iteration
• You’re not afraid to disagree, and yet you can also comfortably admit when you were wrong. 
• You are a licensed U.S. Veterinarian with at least 3+ years experience in a private practice setting (General Practice preferred)
• You believe in fresh food for veterinary patients, and you are excited to help drive the knowledge base, education and science about it forward 

Office Guidelines

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.  The office policy is subject to change at company discretion.  

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

• 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. For this role the anticipated hiring base compensation range is $115,000 - $135,000. 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.