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Hearst Magazines · 1 day ago

Director, Customer Experience & Subscription Operations

New York, NY

Full-time

Hybrid

Director/Executive

$130K/yr - $150K/yr

7+ years exp

Hearst Magazines is one of the world’s most iconic media companies, and they are seeking a Director of Customer Experience & Subscription Operations to lead a customer-first culture. This role involves driving operational excellence and enhancing customer satisfaction for the memberships business.

Media and EntertainmentPublishing

H1B Sponsor Likely

Responsibilities

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

Qualification

Customer service technologySubscription-based business modelLeadership experienceE-commerce operationsPayments/refund systemsData-driven decision makingCollaborative communicationProactive communication

Required

7–10 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

This role is based in New York City and requires 4 days a week in the office

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.

Company

Hearst Magazines

Glassdoor3.6

Hearst Magazines is a Media Production house.

Founded in 2006

West New York, New Jersey, USA

1001-5000 employees

http://www.hearst.com/magazines

H1B Sponsorship

Hearst Magazines has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2024 (1)

2023 (1)