Director of Customer Experience

Dutch•Oakland, CA

21h•$150,000 - $180,000

About The Position

Dutch Vet is transforming veterinary care by making expert treatment accessible anytime, anywhere. Our mission is simple: help every pet live their happiest, healthiest life by connecting pet parents with licensed vets through seamless virtual visits. We’re the only veterinary telemedicine service that can diagnose, prescribe, and ship medications directly to customers in most states. For less than $100 per year, Dutch offers real relief and convenience for pets and their families. Dutch is setting the standard for quality, accessibility, and compassion in pet care. We're looking for a Director of Customer Experience to own the full member journey — from the moment someone signs up to the ongoing relationship we build with them over years of pet care. This is a senior leadership role at the intersection of operations, product, and brand: you'll shape how Dutch members feel at every touchpoint, build and scale the team that makes it happen, and advocate relentlessly for the customer inside the organization. You'll report directly to the VP of Operations and work closely with Clinical, Product, Engineering, Marketing and Finance to make sure our customer experience isn't just a support function — it's a competitive advantage.

Requirements

8+ years of customer experience or customer operations experience, including at least 3 years in a leadership role.
Experience building and scaling CX teams at a DTC, health, or subscription company — ideally in an environment where the stakes were high and the margin for error was low.
Lead with empathy, but also be deeply analytical. Know how to use data to diagnose problems, prioritize work, and make the case for investment.
Comfortable presenting to executives and equally comfortable getting into the weeds with your team on a thorny support issue.
Strong point of view on what great customer experience looks like — and the experience to back it up.
Build systems that prevent problems.
A track record of improving customer retention and satisfaction at scale.
Experience owning CSAT, NPS, and related metrics as a business driver — not just a reporting exercise.
Strong people leadership: know how to hire well, develop your team, and build a culture people want to be part of.
Experience working in a cross-functional environment where CX doesn't own everything but influences everything.
Excellent written and verbal communication — can write a sharp escalation policy and a thoughtful member-facing apology email with equal facility.
Comfort in a fast-moving, high-accountability startup environment.

Nice To Haves

Passion for animals is a genuine plus. Our members are reaching out because they're worried about their pets. The right person for this role feels that weight and uses it as motivation.
Familiarity with modern CX tooling (Zendesk, Intercom, Kustomer, Gorgias, Gladly) and a strong opinion about how AI and automation should (and shouldn't) be used in member support.

Responsibilities

Define what a world-class Dutch experience looks like across every channel — messaging, email, live support, prescription delivery, and everything in between. Set the vision, build the roadmap, and hold the bar.
Lead and grow our CX team, including team leads, support specialists, and CX ops. Own hiring, onboarding, performance management, and team culture. Build systems that scale without sacrificing the warmth and responsiveness that make Dutch different.
Own NPS, CSAT, and member retention metrics. Build the listening infrastructure — surveys, tagging, trend analysis — that turns member feedback into actionable product and operational insights. Make sure leadership hears what members are actually experiencing.
Partner with Product and Engineering to surface and prioritize member pain points.
Partner with Clinical to ensure the handoff between vet care and member support is seamless.
Partner with Growth to understand what's bringing members in and what's keeping them.
Evaluate, own, and improve the tech stack that powers CX — help desk software, CRM, automation, AI-assisted workflows. Build for efficiency without losing the human touch that pet parents need when they're worried about their animals.
Ensure support interactions meet Dutch's quality standards, and that the team operates within relevant regulatory guidelines for a telehealth environment.