Director, Customer Experience & Subscription Operations

Requirements

• 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.

Benefits

• 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.