Director, Customer Experience & Subscriptions

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

Benefits offered by this job

Hybrid schedule

Medical, dental, vision insurance

401(k) plan with match

Employee Resource Groups

Job summary

Hearst Magazines is seeking a Director, Customer Experience & Subscription Operations in New York City. You will shape strategy, systems, and processes powering subscriber experiences to drive retention and operational excellence across our subscriptions business.

The role leads third-party service teams, develops policies, implements AI workflows, and partners with cross-functional teams to optimize CX and revenue recognition.

Qualifications

• 7–10 years of experience leading customer service, customer experience, or operations teams.
• 2+ years supporting a subscription-based business with understanding of lifecycles and revenue recognition.
• Proven experience scaling customer service operations and driving improvements in satisfaction and performance.
• Strong knowledge of customer service platforms, e-commerce operations, refund management, and subscription support processes.
• Experience using data and analytics to identify trends and inform decisions.

Responsibilities

• Lead and mentor third-party customer service teams, ensuring best-in-class support.
• Implement tools and training to enhance first-contact resolution and loyalty.
• Develop and oversee refund/cancellation policies and monitor adherence.
• Troubleshoot order/access challenges with the customer service team.
• Define and monitor KPIs and survey customers for 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.
• Develop AI workflows to automate top customer interactions.
• Use data-driven decisions to identify trends and drive improvements.

Skills

Leadership

Stakeholder management

Data analytics

Customer service platforms

Change management

Cross-functional collaboration

Strategic thinking

Education

Bachelor's degree

Tools

CRM platforms

E-commerce operations

Refund management

Subscription systems

AI workflows

Job description

Hearst Magazines is seeking a Director, Customer Experience & Subscription Operations in New York City. You will shape strategy, systems, and processes powering subscriber experiences to drive retention and operational excellence across our subscriptions business.

The role leads third-party service teams, develops policies, implements AI workflows, and partners with cross-functional teams to optimize CX and revenue recognition.