Director, Customer Experience & Subscription Operations

Hearst Communications, Inc.; New York (NY); Hybrid; USD 133,000 - 150,000; Full time

Benefits offered by this job

Work with the Best

Grow Your Skills

Work-Life Harmony

Foster Connection & Belonging

Wellness First

Plan for Your Financial Future

Job summary

Hearst Magazines, a leading lifestyle media company, is seeking a Director of Customer Experience & Subscription Operations in New York to shape strategy, processes, and systems for superior subscriber experiences. You will drive retention, loyalty, and operational excellence across our growing subscriptions business.

The role requires 7–10 years leading CS or operations, strong cross-functional leadership, and a passion for balancing customer experience with efficiency.

Qualifications

• Leader of customer service teams with a focus on retention and loyalty.
• Experience supporting a subscription-based business and revenue recognition life cycles.
• Proven track record scaling customer service operations and driving measurable improvements.
• Strong knowledge of customer service platforms, e-commerce operations, refunds and subscription support.
• Experience using data/analytics to identify trends, measure performance and guide decisions.
• Experience implementing new technologies, platforms or processes in cross-functional settings.
• Excellent leadership, communication, collaboration and change management skills.
• Passion for delivering exceptional customer experiences while balancing operational goals.
• Bachelor's degree in Business Administration, Operations, or related field preferred.

Responsibilities

• Lead and mentor third-party customer service teams to deliver best-in-class support.
• Implement tools and training to improve first-contact resolution and loyalty.
• Develop and oversee refund/cancellation policies and monitor adherence.
• Troubleshoot order/access challenges with the customer service team.
• Conduct weekly audits with finance to identify operational improvements.
• Define and monitor KPIs; survey customers for feedback.
• Partner with cross-functional teams to enhance CS systems.
• Roll out new CS platform with cross-functional team.
• Build knowledge base and training for CS teams to optimize processes.
• Develop AI workflows to automate top customer interactions.

Skills

Lead customer service teams

Subscription experience

Scale customer service operations

CS platforms & e-commerce

Data analytics

Technology implementation

Leadership & communication

Customer-centric mindset

Education

Bachelor's degree in Business Administration, Operations, or related field

Job description

Be Part of What's Next

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.

About Hearst Magazines (Why Us?)

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.

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.

Hearst Magazines is an Equal Opportunity Employer. We are committed to building a diverse and inclusive workplace where all employees and applicants are treated with respect and dignity. We consider all qualified applicants for employment without regard to race, color, religion, creed, sex, gender identity or expression, sexual orientation, national origin, age, disability, protected veteran status, genetic information, marital status, citizenship status, or any other characteristic protected by applicable federal, state, or local law. We are dedicated to fostering an environment where everyone has the opportunity to thrive.