Director of Customer Experience & Growth

Dutch Vet; Oakland (CA); On-site; USD 150,000 - 180,000; Full time

Benefits offered by this job

Health, Dental, Vision Insurance

Life and Disability Insurance

Flexible PTO

Robust Holiday Schedule

Retirement savings plan

Job summary

Dutch Vet is transforming veterinary care by making expert treatment accessible anytime, anywhere. We connect pet parents with licensed vets through seamless telemedicine and prescription delivery, for pets’ happiness and health.

We’re seeking a Director of Customer Experience to own the full member journey—from signup to long-term care—building a scalable CX org that blends operations, product, and brand. You’ll lead teams, define strategy, and champion the customer inside the company.

Qualifications

• Proven track record improving customer retention and satisfaction at scale.
• Experience owning CSAT, NPS, and related metrics as a business driver.
• Strong people leadership with ability to hire, develop, and build culture.
• Experience influencing CX in cross-functional settings beyond ownership.

Responsibilities

• Define the world-class Dutch experience across channels and build the roadmap.
• Lead and grow the CX team, including hiring, onboarding, and performance management.
• Own voice of the customer through surveys, trends, and insights for product/ops.
• Partner with Product, Engineering, Clinical, Growth to address pain points and priorities.
• Evaluate and improve CX tech stack (help desk, CRM, automation, AI) while preserving warmth.

Skills

Customer retention

NPS & CSAT

People leadership

Cross-functional CX

CX tooling

AI & automation in CX

Escalation policy

Communication

Tools

Zendesk

Intercom

Kustomer

Gorgias

Gladly

Job description

Dutch Vet is transforming veterinary care by making expert treatment accessible anytime, anywhere. We connect pet parents with licensed vets through seamless telemedicine and prescription delivery, for pets’ happiness and health.

We’re seeking a Director of Customer Experience to own the full member journey—from signup to long-term care—building a scalable CX org that blends operations, product, and brand. You’ll lead teams, define strategy, and champion the customer inside the company.