Director, Subscriber Experience & 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

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.