Director of Customer Experience
Posted Updated
Description
- We’re looking for a Director of Customer Experience to own the full member journey — from the moment someone signs up to the ongoing relationship we build with them over years of pet care
- This is a senior leadership role at the intersection of operations, product, and brand: you’ll shape how Dutch members feel at every touchpoint, build and scale the team that makes it happen, and advocate relentlessly for the customer inside the organization
- You’ll report directly to the VP of Operations and work closely with Clinical, Product, Engineering, Marketing and Finance to make sure our customer experience isn’t just a support function — it’s a competitive advantage
- Member experience strategy. Define what a world-class Dutch experience looks like across every channel — messaging, email, live support, prescription delivery, and everything in between. Set the vision, build the roadmap, and hold the bar
- Support operations. Lead and grow our CX team, including team leads, support specialists, and CX ops. Own hiring, onboarding, performance management, and team culture. Build systems that scale without sacrificing the warmth and responsiveness that make Dutch different
- Voice of the customer. Own NPS, CSAT, and member retention metrics. Build the listening infrastructure — surveys, tagging, trend analysis — that turns member feedback into actionable product and operational insights. Make sure leadership hears what members are actually experiencing
- Cross-functional advocacy. Partner with Product and Engineering to surface and prioritize member pain points. Partner with Clinical to ensure the handoff between vet care and member support is seamless. Partner with Growth to understand what’s bringing members in and what’s keeping them
- Tooling and process. Evaluate, own, and improve the tech stack that powers CX — help desk software, CRM, automation, AI-assisted workflows. Build for efficiency without losing the human touch that pet parents need when they’re worried about their animals
- Quality and compliance. Ensure support interactions meet Dutch’s quality standards, and that the team operates within relevant regulatory guidelines for a telehealth environment
- Core Metrics:
- NPS
- CSAT
- Response Times
- SLA adherence on all channels (email, chat, live phones, SMS)
- Review Site Ratings
- Refund Rate
- Cancellations & Retention
- WHAT SUCCESS LOOKS LIKE:
- In your first 90 days, you’ve done a deep audit of the current member experience, built relationships across the org, and have a clear picture of the biggest gaps between where we are and where we need to be
- At six months, you have a roadmap the team believes in, the key hires in place, and early movement on the metrics that matter most
- At a year, Dutch members notice the difference — and our data reflects it
- 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
- You’re comfortable presenting to executives and equally comfortable getting into the weeds with your team on a thorny support issue
- 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 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
- A track record of improving customer retention and satisfaction at scale
- Excellent written and verbal communication — you can write a sharp escalation policy and a thoughtful member-facing apology email with equal facility
- 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
- Comfort in a fast-moving, high-accountability startup environment
- Experience working in a cross-functional environment where CX doesn’t own everything but influences everything
- Strong people leadership: you know how to hire well, develop your team, and build a culture people want to be part of
- Experience owning CSAT, NPS, and related metrics as a business driver — not just a reporting exercise