Ollie was born with the mission of improving the lives of pets and pet parents nationwide. We make human-grade pet food, tailored for each dog’s nutritional needs, and deliver directly to our customers’ doors. Through Ollie’s carefully crafted meals and health services for members, dogs can truly live their healthiest, happiest lives.

As a member of our growing team, you’ll take part in a company culture that cares deeply about its work and its team members.

What You'll Do:

• Lead and manage the Retention and Sales team within the Customer Experience department.
• Develop strategies to drive sales/retention and meet or exceed sales targets.
• Train and mentor the advocates and sales/retention team members, enhancing their sales skills and overall professional development.
• Monitor individual and team performance, ensuring KPIs and other goals are met.
• Handle escalated customer situations and resolve these in accordance with established business guidelines.
• Actively contribute to the sales team, meeting and exceeding personal sales goals, earning commission on each sale.
• Collaborate with the management team to interview, recruit, and onboard new team members 
• Work with CX management to implement best practices, SOPs, metrics, and KPIs.
• Foster a culture of continuous improvement and consistently work toward implementing new brand guidelines in talk tracks, scripts, emails, etc.
• Drive initiatives to fulfill our CX Vision of creating a world-class, genuinely kind customer experience.

Who You Are:

• You have experience working on a sales team in a customer experience department.
• You’ve successfully managed a team and enjoy the balance of leadership and individual contribution.
• You are great at relationship-building- showing you care personally, and challenging directly. 
• You thrive in customer-facing roles and love engaging with people throughout the day.
• You are a good listener, efficient, and self-motivated, with a patient and solution-oriented approach.
• You excel in both written and verbal communication, providing clear and thoughtful responses to pup parents’ inquiries. 
• You put pets first. You love dogs and approach every dog with the same empathy and understanding as if it were your own.
• You’re good at thinking on your feet and improvisation. You like finding new ways to tackle challenges; nothing catches you off guard.
• You prefer flexibility and guardrails over rigid rules.
• You’re a natural-born problem solver. Cutting through to the core of a problem and figuring out how to fix it energizes you.
• Most importantly, you’re fun! You don’t mind occasional sloppy dog kisses and appreciate a good meme.

Bonus Points If:

• You have a Bachelor’s Degree from an accredited four-year college or university.
• You have previous experience leading a customer-facing team in a D2C products company- preferably pet products, health foods, or consumables
• You have experience with Gladly or a similar customer service platform is a plus
• You’re interested in working in a pet-friendly, fast-moving environment

What You'll Get:

• Competitive salary, commission, and a stake in the company
• Sponsored 401k program with employer match up to 4%
• Comprehensive health coverage including medical, dental and vision
• Unlimited vacation policy that you're encouraged to use
• Paid parental leave
• 1-week paw-ternity leave for new dog parents
• Free Ollie subscription
• Inspiring pack members!