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Hearst Newspapers · 1 month ago

Director, Customer Experience & Subscription Operations

320 West 57th Street, New York, NY, 10019, US

Full-time

Hybrid

Director/Executive

$130K/yr - $150K/yr

7+ years exp

Hearst Newspapers is a global media company with a portfolio of over 30 iconic brands. The Director of Customer Experience & Subscription Operations will lead efforts to enhance customer satisfaction and operational excellence within the memberships business.

AdvertisingJournalismMarketingNewsSocial Media

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 operationsData-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

Hybrid: 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.