Director, Customer Experience & Subscription Operations
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Job Location:
New York City, NY - USA
Monthly Salary:
$ 130000 - 150000
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Director Customer Experience & Subscription Operations Overview (Why This Role)
Lead and inspire a customer-first culture at one of the worlds most iconic media companies. As Director of Customer Experience & Subscription Operations at Hearst Magazines youll drive operational excellence and elevate customer satisfaction for our rapidly growing memberships business. This is a high-impact role for a strategic and empathetic leader whos passionate about delivering best-in-class service at scale.
About Hearst Magazines (Why Us)Hearst Magazines portfolio of more than 30 iconic brands in the Cosmopolitan ELLE Esquire Good Housekeeping Harpers BAZAAR and Popular Mechanics inspires entertains and builds new and bold experiences for an engaged and growing audience across digital video social and print reaching nearly 130 million readers and site visitors each month. With sophisticated content creation cutting-edge technology and industry-leading data capabilities we make media and products that move people across all platforms. We are a global media company that publishes nearly 200 magazine editions and 175 websites around the worldand together we are shaping whats next.
Key Responsibilities (What Youre Doing)- Lead and mentor third-party national and offshore customer service teams to deliver exceptional support.
- Implement tools systems and training that improve first-contact resolution reduce response times and enhance customer loyalty.
- Design and oversee refund and cancellation policies ensuring accurate and consistent implementation across teams.
- Troubleshoot escalated order and access issues in collaboration with support and technical partners.
- Conduct weekly audits with Accounting and Finance teams to identify and resolve discrepancies in order and payment systems.
- Define monitor and report on KPIs and customer satisfaction metrics (e.g. NPS) and translate insights into continuous improvement initiatives.
- Collaborate with cross-functional partners across Product Tech and Marketing to enhance service delivery and integrate scalable solutions.
- Evaluate and recommend systems or platforms that streamline operations and elevate the customer experience.
- 710 years of leadership experience in customer service and/or operations.
- Proven ability to implement new platforms and lead cross-functional rollouts.
- 2 years of experience in a subscription-based business model with a strong understanding of revenue operations and customer lifecycle.
- Skilled in customer service technology e-commerce operations and payments/refund systems.
- Analytical and detail-oriented with experience using data to drive decisions and service improvements.
- Collaborative and proactive communicator comfortable working across departments and with senior stakeholders.
- Hybrid: This role is based in New York City and requires 4 days a week in the office.
- 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 for this role is between $130000 - $150000. The actual base pay offered is dependent upon many factors such as: transferable skills work experience business needs and market demands. The base pay range is subject to change and may be modified in the future.
Hearst is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability protected veteran status or any other characteristic protected by law.
Required Experience:
Director
Key Skills
- CSS
- InVision
- Balsamiq
- HTML5
- Information Architecture
- Ux
- Usability
- Fireworks
- User Research
- UI
- Axure
- Experience Design
About Company
Hearst Television (HTV) owns and/or operates 35 television and two radio stations serving 27 media markets across 39 states reaching over 22 million U.S. television households. HTV is recognized as one of the industry's premier broadcasting companies and has been honored with numerous ... View more
