Director, Customer Experience & Subscription Operations

Job Description

Director, Customer Experience & Subscription Operations Overview (Why This Role?)

Lead and inspire a customer-first culture at one of the world’s most iconic media companies. As Director of Customer Experience & Subscription Operations at Hearst Magazines, you’ll 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 who’s 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 U.S.—including Cosmopolitan, ELLE, Esquire, Good Housekeeping, Harper’s 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 world—and together, we are shaping what’s next.

Key Responsibilities (What You’re 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.
  
  

Qualifications (What We’re Looking For)

• 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 (What We Offer)

• 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 $130,000 - $150,000. 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.