Director, Customer Experience & Subscription Operations

Hearst • New York, NY

1d • Hybrid

About The Position

Be Part of What's Next Great customer experiences don't happen by accident—they're built through thoughtful operations, empowered teams, and a relentless focus on continuous improvement. As Director, Customer Experience & Subscription Operations, you'll shape the strategy, systems, and processes that power exceptional subscriber experiences while helping drive retention, loyalty, and operational excellence across our growing subscriptions business.

Requirements

• 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.
• Bachelor's degree in Business Administration, Operations, or a related field is preferred.

Responsibilities

• Lead and mentor third-party customer service teams, ensuring best-in-class support.
• Implement tools and training to enhance first-contact resolution and customer loyalty.
• Develop and oversee refund/cancellation policies, monitoring adherence.
• Troubleshoot order/access challenges with the customer service team.
• Conduct weekly audits with finance teams to identify operational improvements.
• Define and monitor KPIs, surveying customers for service feedback.
• Partner with cross-functional teams to enhance customer service systems.
• Roll out new customer service platform with cross-functional team
• Build knowledge base and training for customer service teams, optimizing processes and driving results.
• Develop AI workflows to automate and streamline top customer interactions
• Utilize data-driven decision-making to identify trends and drive improvements.

Benefits

• Access to innovative training programs, immersive workshops, and exclusive industry events.
• Hybrid work schedule.
• Employee Resource Groups.
• Medical, dental, and vision insurance from Day 1.
• 401(k) plan with a generous company match.

What This Job Offers

• Job Type: Full-time
• Career Level: Director