Director, Subscriber Experience & Operations Innovation

HEARST MAGAZINE MEDIA INC; New York (NY); Hybrid; USD 133,000 - 150,000; Full time

Benefits offered by this job

Hybrid work

Training programs

Employee Resource Groups

Health insurance

401(k) match

Job summary

Hearst Magazines Media Inc. is seeking a Director of Customer Experience & Subscription Operations to shape strategy, systems, and processes for exceptional subscriber experiences.

You will drive retention, loyalty, and operational excellence across our growing subscriptions business. You will lead third-party customer service teams, implement tools, train staff, and develop policies to improve first-contact resolution and refunds.

Qualifications

• 7-10 years of experience leading customer service, customer experience, or operations teams.
• 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.

Responsibilities

• 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.

Skills

Leadership

CS Operations

Analytics

Subscription Lifecycle

Cross-functional

Change Management

Communication

Education

Bachelor's degree in Business Administration or related

Tools

CRM platforms

Analytics tools

Job description

Hearst Magazines Media Inc. is seeking a Director of Customer Experience & Subscription Operations to shape strategy, systems, and processes for exceptional subscriber experiences.

You will drive retention, loyalty, and operational excellence across our growing subscriptions business. You will lead third-party customer service teams, implement tools, train staff, and develop policies to improve first-contact resolution and refunds.