Director, Customer Experience & Growth

Dutch; Oakland (CA); Hybrid; USD 150,000 - 180,000; Full time

Benefits offered by this job

Competitive salary

Health, Dental, and Vision Insurance

Life and Disability Insurance

Flexible PTO

Mental Wellbeing Options

Robust Holiday Schedule

Retirement savings plan

Growth Opportunities

Job summary

Dutch Vet is seeking a Director of Customer Experience to own the full member journey from signup to ongoing care. This senior leadership role sits at the intersection of operations, product, and brand, shaping how Dutch members feel at every touchpoint and building a team that delivers warmth with scale.

You will report to the VP of Operations and collaborate with Clinical, Product, Engineering, Marketing, and Finance to ensure customer experience is a competitive advantage in a fast-growing

Qualifications

• 8+ years of customer experience or operations experience.
• 3+ years in a leadership role building and scaling CX teams.
• Experience at a DTC, health, or subscription company with high stakes.

Responsibilities

• Define a world-class member experience across channels and set the roadmap.
• Lead and grow the CX team, including hiring, onboarding and performance.
• Own NPS/CSAT/retention metrics and build listening systems.
• Partner with Product/Engineering and Clinical to surface pain points.
• Evaluate and improve CX tooling and automated workflows to scale.
• Ensure quality, compliance, and regulated telehealth practices.

Skills

Leadership experience

CX strategy

Data analysis

Cross-functional collaboration

Customer retention

Tools

Zendesk

Intercom

Kustomer

Gorgias

Gladly

Job description

Dutch Vet is seeking a Director of Customer Experience to own the full member journey from signup to ongoing care. This senior leadership role sits at the intersection of operations, product, and brand, shaping how Dutch members feel at every touchpoint and building a team that delivers warmth with scale.

You will report to the VP of Operations and collaborate with Clinical, Product, Engineering, Marketing, and Finance to ensure customer experience is a competitive advantage in a fast-growing