The Dallas Morning News · 8 hours ago
Director, Customer Experience & Subscription Operations
New York, NY
Full-time
Hybrid
Director/Executive
$130K/yr - $150K/yr
7+ years expThe Dallas Morning News is a prominent media company seeking a Director of Customer Experience & Subscription Operations. This role involves leading a customer-first culture, driving operational excellence, and enhancing customer satisfaction for their growing memberships business.
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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
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
The Dallas Morning News
The Dallas Morning News offers the latest local and international news via a variety of print and digital media.
1001-5000 employees
H1B Sponsorship
The Dallas Morning News 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 (3)
2023 (1)
2022 (1)
2021 (1)
Funding
Current Stage
Late StageTotal Funding
$5.35MKey Investors
Meta Journalism Project
2023-02-27Grant· $0.35M
2015-03-11Series Unknown· $5M
Leadership Team
Jim Moroney
Publisher/CEO
Recent News
2025-12-06
EIN Presswire
2025-11-10
Company data provided by crunchbase