Job DescriptionGreat 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.
Key Responsibilities (What You Are Doing)- 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.
Qualifications (What We're Looking For)- 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.
- This position is based in New York City and follows a hybrid schedule of four days per week in the office.
Benefits (What We Offer)- Work with the Best: Collaborate with top-tier professionals across media, advertising, tech, fashion, lifestyle, and publishing, shaping the future of these dynamic industries.
- Grow Your Skills: Unlock your potential with access to innovative training programs, immersive workshops, and exclusive industry events.
- Work-Life Harmony: Enjoy the flexibility of hybrid work, empowering you to balance professional success with personal priorities.
- Foster Connection & Belonging: Join our Employee Resource Groups and help create a welcoming workplace where everyone feels valued and empowered.
- Wellness First: Prioritize your well-being with a comprehensive benefits package that includes medical, dental, and vision insurance from Day 1.
- Plan for Your Financial Future: Enjoy competitive financial perks, including a 401(k) plan with a generous company match.
The base salary range for this role is
$133,000-$150,000. This position is not eligible for bonus or commission compensation. Actual compensation will be determined based on experience, skills, qualifications, and location.
