Director of Customer Experience

United States·OaklandRemoteFull Timeexecutive

Customer Experience ManagerCustomer

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Quick Summary

Overview

About Us Dutch Vet is transforming veterinary care by making expert treatment accessible anytime, anywhere. Our mission is simple: help every pet live their happiest,

Technical Tools

Customer Experience ManagerCustomer

Nice to Have

~3 min read

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: you 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

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

Excellent written and verbal communication — you 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

In your first 90 days, you've done a deep audit of the current member experience, built relationships across the org, and have a clear picture of the biggest gaps between where we are and where we need to be.

At six months, you have a roadmap the team believes in, the key hires in place, and early movement on the metrics that matter most.

At a year, Dutch members notice the difference — and our data reflects it.

Competitive salary range between $150,000 - $180,000

Health, Dental, and Vision Insurance

Life and Disability Insurance

Flexible PTO

Mental Wellbeing Options

Robust Holiday Schedule

Retirement savings plan

Growth Opportunities

Pets First – business and medical decisions are always guided by the pet's best interest. We'll never compromise on pet health and we're all here because we care about their well-being

Agile Like a Cat – We have a bias toward swift action, while maintaining quality and accuracy. For us, that means being able to turn on a dime, like a cat, analyze our options – even ones that may not be on the table – then execute without perfection getting in the way

Creativity is our Catnip – Creativity feeds us and helps us push boundaries to always find better solutions, making the complex more accessible and easier to understand

Be the Human Your Dog Thinks You Are – Be kind, show care for your colleagues, and even if you're an expert - give others context, reinforce the positive, and help them understand.

Dutch is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or any other protected status. Accommodations are available on request for candidates taking part in all aspects of the selection process.