Senior Manager, Customer Service Operations

Who we are: Founded in 2014, Open Farm is one of the fastest growing CPG companies in North America. We are transforming the way people feed their pets with a focus on producing premium, healthy food all ethically sourced from farm-to-bowl. We believe the best foods are made with consciously sourced, top-quality ingredients from farmers and fisheries who believe in doing good for all animals and the environment.  We are headquartered in Toronto, Canada with team members based across North America. 

In 2021, Open Farm raised >$80MM CAD in our latest round of funding, led by leading global growth equity firm General Atlantic, who joined Open Farm’s leadership team and existing minority partner, Encore Consumer Capital, on Open Farm’s long-term growth journey. With annual sales growth exceeding 60 per cent over the last three years, our products can be found in over 6,000 neighborhood pet retailers across North America as well as online at OpenFarmPet.com. Our product line is recognized as a category-leader in product innovation, with a full suite of premium offerings ranging from kibble to fresh meals and supplements. Throughout our growth journey, we have stayed true to our values, partnering with ethical sourcing partners Certified Humane®, Global Animal Partnership, and Ocean Wise Seafood to provide better quality ingredients to pets and ensure we are sourcing ingredients in a way that respects farm animals and the planet. 

The Senior Manager, Customer Service Operations is responsible for ensuring the operational excellence of our customer service team, focusing on maintaining high performance standards, adhering to service-level agreements (SLAs), response times, and CSAT scores. This role oversees daily operations, including escalation handling, quality assurance (QA) and coaching programs, training execution, and the onboarding and integration of a new outsourced customer service program. With a keen focus on real-time leadership and efficient resource allocation, this role ensures consistent, high-quality service delivery to uphold our brand’s reputation and enhance customer loyalty.

This individual will work cross-functionally to integrate insights related to promotions, marketing communications, product launches, and business expansion, preparing the customer service team for various customer interactions. Reporting directly to the Senior Director of Customer Experience, this role is instrumental in bringing the operational acumen and project management skills needed to build a world-class customer service team that scales with business growth.

• Oversee daily customer service operations, ensuring adherence to SLAs, response times, and maintaining high CSAT scores.
• Develop, implement, and optimize QA and coaching programs to continuously enhance agent performance and customer satisfaction.
• Manage team onboarding, training programs, and the setup of a new outsourced (BPO) customer service operation.
• Drive operational efficiency through workforce management, scheduling, and labor deployment.
• Collaborate with cross-functional partners to stay informed on promotions, marketing campaigns, product launches, and new business initiatives, ensuring the customer service team is equipped to respond effectively.
• Serve as a critical thinker and expert communicator to advise on and resolve complex or sensitive customer concerns, escalating only when necessary.
• Audit customer service training materials and SOPs, recommending updates to improve onboarding efficiency and elevate customer satisfaction.
• Provide the Senior Director of Customer Experience with regular updates and insights, including looking ahead to plan labor needs against upcoming business events.
• All other duties, as assigned.

• 3-5 years of experience directly managing and overseeing a customer service team, with a demonstrated commitment to best-in-class customer service (e-commerce, pet industry, or similar preferred). 
• Proven ability to lead high-performing teams in a fast-paced, customer-obsessed environment.
• Strong operational expertise in workforce management, scheduling, and real-time team deployment.
• Exceptional written and verbal communication skills, with a demonstrated ability to address and resolve customer concerns with empathy and efficiency.
• Experience managing omnichannel customer interactions and delivering consistent, premium customer experiences.
• High attention to detail, organizational skills, and a passion for building a world-class customer service team.
• Adaptable and comfortable managing both in-house and outsourced (BPO) teams, or automation/AI tactics as necessary, with the ability to pivot quickly in response to business changes or shifting priorities.

Hybrid Work

At Open Farm, we believe in the power of collaboration, meaningful connections, and enjoying our work together—fury friends included! That’s why we’ve adopted a structured hybrid approach that allows you the benefit of a reduced commute while still building strong workplace relationships. Currently, all employees are expected to be in the office two days per week at minimum, with Tuesday and Thursday as our anchor days. In addition to this, each month our Leadership team dedicates three consecutive days onsite to continue to foster alignment and connection across the team. During this time we expect everyone to join us in person to do the same. Please note: our hybrid approach may evolve over time as we adapt to the needs of our team and business.

Our Values

We Raise the Bar | We Open the Barn Doors | We Dream Big | We Graze Lightly | We Are Customer Obsessed | We Are ONE Team 

Open Farm values diversity in its workforce and encourages applications from all qualified individuals. Applicants requiring a disability-related accommodation at any stage of Open Farm's recruitment process should contact hr@openfarmpet.com. As required by legislation, Open Farm will consult with applications requesting such an accommodation to ensure that Open Farm's recruitment process takes into account their accessibility needs.