Director of Customer Experience

Join Dutch, a telehealth company for pets, as the Director of Customer Experience. In this senior leadership role, you will own the full member journey, shape the customer experience strategy, lead and grow the CX team, and advocate for the customer within the organization. You will work closely with various departments and report directly to the VP of Operations. The ideal candidate has 8+ years of customer experience or operations experience, including at least 3 years in a leadership role, and a passion for animals.

• Definir y establecer la estrategia de experiencia del cliente, estableciendo una visión clara y un plan de acción para mejorar la experiencia del cliente en todos los canales.
• Liderar y hacer crecer el equipo de atención al cliente, incluyendo la contratación, la formación, la gestión del rendimiento y la cultura del equipo.
• Ser el defensor de la voz del cliente dentro de la organización, utilizando datos y comentarios de los clientes para impulsar mejoras en los productos y operaciones.
• You have 8+ years of customer experience or customer operations experience, including at least 3 years in a leadership role
• You lead with empathy, but you're also deeply analytical. You know how to use data to diagnose problems, prioritize work, and make the case for investment
• You've built and scaled CX teams at a DTC, health, or subscription company — ideally in an environment where the stakes were high and the margin for error was low
• Passion for animals is a genuine plus. Our members are reaching out because they're worried about their pets. The right person for this role feels that weight and uses it as motivation
• You're comfortable presenting to executives and equally comfortable getting into the weeds with your team on a thorny support issue
• You have a strong point of view on what great customer experience looks like — and the experience to back it up. You don't just respond to problems; you build systems that prevent them
• Comfort in a fast-moving, high-accountability startup environment
• Familiarity with modern CX tooling (Zendesk, Intercom, Kustomer, Gorgias, Gladly) and a strong opinion about how AI and automation should (and shouldn't) be used in member support
• A track record of improving customer retention and satisfaction at scale
• Experience owning CSAT, NPS, and related metrics as a business driver — not just a reporting exercise
• Strong people leadership: you know how to hire well, develop your team, and build a culture people want to be part of
• Experience working in a cross-functional environment where CX doesn't own everything but influences everything
• Excellent written and verbal communication — you can write a sharp escalation policy and a thoughtful member-facing apology email with equal facility