Lead a Customer Experience team at Rain, a fintech company focusing on improving customer interactions. Coach and develop CX Associates while driving operational excellence.
About the role
- Director of Customer Experience at Hearst Magazines leading customer satisfaction efforts for rapidly growing memberships business. Strategic role ensuring best-in-class service delivery and operational excellence.
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.
Requirements
- 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.
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.
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