Director, Customer Experience & Subscription Operations

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.

Hearst Magazines is one of the world's largest lifestyle media companies, with a portfolio of more than 30 brands that inspire, inform, and entertain audiences across print, digital, social, video, and commerce. Our iconic brands connect with millions of consumers every month, and we're constantly innovating to create engaging experiences for our audiences while delivering meaningful results for our partners.

• →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.

• 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.