Director, Customer Experience & Subscription Operations
$133,000–$150,000 year
HybridNew York City, New York, United States or New York, United States
Job Summary
Lead and mentor third-party customer service teams, implementing tools and training to enhance first-contact resolution and customer loyalty. Develop and oversee refund/cancellation policies while monitoring adherence and conducting weekly audits with finance teams to identify operational improvements. Define and monitor KPIs by surveying customers for service feedback, then partner with cross-functional teams to enhance customer service systems and roll out new platforms. Build knowledge bases and training materials, optimize processes, and develop AI workflows to automate top customer interactions. Utilize data-driven decision-making to identify trends and drive improvements across the subscription business. This role supports Hearst Magazines' 30+ lifestyle brands and focuses on driving retention, loyalty, and operational excellence.
Required Qualifications
- 7–10 years of experience leading customer service, customer experience, or operations teams, or equivalent experience
- 2+ years of experience supporting a subscription-based business with an understanding of subscription lifecycles and revenue recognition
- Proven experience leading and scaling customer service operations while driving measurable improvements in customer satisfaction and operational performance
- Strong knowledge of customer service platforms, e-commerce operations, refund management, and subscription support processes
- Experience leveraging data and analytics to identify trends, measure performance, and inform strategic decisions
- Demonstrated success implementing new technologies, platforms, or operational processes in a cross-functional environment
- Excellent leadership, communication, collaboration, and change management skills with the ability to influence stakeholders across the organization
- Passion for delivering exceptional customer experiences while balancing operational excellence with long-term strategic goals
- This position is based in New York City and follows a hybrid schedule of four days per week in the office
Desired Qualifications
- Bachelor's degree in Business Administration, Operations, or a related field is preferred
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