Great customer experiences don't happen by accident—they're built through thoughtful operations, empowered teams, and a relentless focus on continuous improvement. As Director, Customer Experience & Subscription Operations, you'll shape the strategy, systems, and processes that power exceptional subscriber experiences while helping drive retention, loyalty, and operational excellence across our growing subscriptions business.
About Hearst Magazines (Why Us?)Hearst Magazines is one of the world's largest lifestyle media companies, with a portfolio of more than 30 brands that inspire, inform, and entertain audiences across print, digital, social, video, and commerce. Our iconic brands connect with millions of consumers every month, and we're constantly innovating to create engaging experiences for our audiences while delivering meaningful results for our partners.
Key Responsibilities (What You Are Doing)- Lead and mentor third-party customer service teams, ensuring best-in-class support.
- Implement tools and training to enhance first-contact resolution and customer loyalty.
- Develop and oversee refund/cancellation policies, monitoring adherence.
- Troubleshoot order/access challenges with the customer service team.
- Conduct weekly audits with finance teams to identify operational improvements.
- Define and monitor KPIs, surveying customers for service feedback.
- Partner with cross-functional teams to enhance customer service systems.
- Roll out new customer service platform with cross-functional team
- Build knowledge base and training for customer service teams, optimizing processes and driving results.
- Develop AI workflows to automate and streamline top customer interactions
- Utilize data-driven decision-making to identify trends and drive improvements.
- 7–10 years of experience leading customer service, customer experience, or operations teams, or equivalent experience.
- 2+ years of experience supporting a subscription-based business with an understanding of subscription lifecycles and revenue recognition.
- Proven experience leading and scaling customer service operations while driving measurable improvements in customer satisfaction and operational performance.
- Strong knowledge of customer service platforms, e-commerce operations, refund management, and subscription support processes.
- Experience leveraging data and analytics to identify trends, measure performance, and inform strategic decisions.
- Demonstrated success implementing new technologies, platforms, or operational processes in a cross-functional environment.
- Excellent leadership, communication, collaboration, and change management skills with the ability to influence stakeholders across the organization.
- Passion for delivering exceptional customer experiences while balancing operational excellence with long-term strategic goals.
- Bachelor's degree in Business Administration, Operations, or a related field is preferred.
- This position is based in New York City and follows a hybrid schedule of four days per week in the office.
- 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 range for this role is $133,000–$150,000. This position is not eligible for bonus or commission compensation. Actual compensation will be determined based on experience, skills, qualifications, and location.
Hearst Magazines is an Equal Opportunity Employer. We are committed to building a diverse and inclusive workplace where all employees and applicants are treated with respect and dignity. We consider all qualified applicants for employment without regard to race, color, religion, creed, sex, gender identity or expression, sexual orientation, national origin, age, disability, protected veteran status, genetic information, marital status, citizenship status, or any other characteristic protected by applicable federal, state, or local law. We are dedicated to fostering an environment where everyone has the opportunity to thrive.
Skills Required
- 7-10 years leading customer service, customer experience, or operations teams
- 2+ years supporting a subscription-based business with knowledge of subscription lifecycles and revenue recognition
- Proven experience leading and scaling customer service operations with measurable improvements in customer satisfaction and operational performance
- Strong knowledge of customer service platforms, e-commerce operations, refund management, and subscription support processes
- Experience leveraging data and analytics to identify trends and inform strategic decisions
- Demonstrated success implementing new technologies, platforms, or operational processes in cross-functional environments
- Excellent leadership, communication, collaboration, and change management skills with stakeholder influence
- Passion for delivering exceptional customer experiences while balancing operational excellence with long-term strategy
- Position based in New York City with hybrid schedule (four days per week in office)
- Bachelor's degree in Business Administration, Operations, or related field
Hearst Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Hearst and has not been reviewed or approved by Hearst.
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Healthcare Strength — Healthcare coverage is described as comprehensive, including medical plan choice, full in-network preventive coverage, dental and vision, telemedicine, prescription coverage, and fertility resources. Mental-health resources and other wellbeing services (e.g., therapy sessions, crisis support, virtual physical therapy, and chronic-condition programs) further strengthen the health offering.
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Retirement Support — Retirement support is positioned as meaningful through a 401(k) plan with company matching and Hearst covering plan administration fees. Performance bonuses are also noted as available in some roles, adding an additional rewards component beyond base pay.
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Leave & Time Off Breadth — Time-off benefits include paid holidays, paid sick days, and vacation time with a commonly cited annual range, alongside paid parental leave and family medical leave. A remote work program and flexibility signals are also included as part of the overall rewards experience.
Hearst Insights
What We Do
Hearst is a leading global, diversified media, information and services company with more than 360 businesses. Its major interests include ownership in cable television networks such as A&E, HISTORY, Lifetime and ESPN; global financial services leader Fitch Group; Hearst Health, a group of medical information and services businesses; transportation assets including CAMP Systems International, a major provider of software-as-a-service solutions for managing maintenance of jets and helicopters; 33 television stations such as WCVB-TV in Boston and KCRA-TV in Sacramento, California, which reach a combined 19 percent of U.S. viewers; newspapers such as the Houston Chronicle, San Francisco Chronicle and Times Union (Albany, New York); more than 300 magazines around the world, including Cosmopolitan, ELLE, Men's Health and Car and Driver, and digital services businesses such as iCrossing and KUBRA; and investments in emerging digital entertainment companies such as Complex Networks.
