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About the Role
Shape the strategy, systems, and processes that power exceptional subscriber experiences while helping drive retention, loyalty, and operational excellence across a growing subscriptions business.
Responsibilities
- 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.
Requirements
- 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.
Skills
- Customer service platforms
- E-commerce operations
- Refund management
- Subscription support processes
- Data and analytics
- AI workflows
Location
- New York City
Work Type
- Hybrid
Experience Level
- 7-10 years
- 2+ years
Education Level
- Bachelor's degree in Business Administration, Operations, or a related field is preferred.
Salary/Compensations
- $133,000–$150,000
Benefits
- Medical, dental, and vision insurance from Day 1
- 401(k) plan with a generous company match
- Access to innovative training programs, immersive workshops, and exclusive industry events
- Employee Resource Groups
- Hybrid work flexibility
About the Company
- 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.
- Iconic brands connect with millions of consumers every month, and the company is constantly innovating to create engaging experiences for its audiences while delivering meaningful results for its partners.
Equal Opportunity
- 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.