Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 81 days ago

Director, Customer Experience & Subscription Operations

Hearst Magazines Division42 open roles

Where
New York, NY, United States
Work mode
Hybrid
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowDirector, Customer Experience & Subscription OperationsHearst Magazines Division · New York, NY, United States

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Hearst Magazines Division's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

8.3% of postings close within 7 days. Measured by our own scanner across the market. Hearst Magazines Division postings stay open a median of 4 days.

Share of postings closed within
  1. 1.9%1 day
  2. 4.0%3 days
  3. 8.3%7 days
  4. 15.3%14 days
  5. 34.2%30 days
This job: posted 81 days ago

Hearst Magazines Division median: 4 days open

The posting

Job Description

Be Part of What's Next

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.

Qualifications (What We're Looking For)

  • 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.

Benefits (What We Offer)

  • 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.

From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against Hearst Magazines Division's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on Hearst Magazines Division's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    Hearst Magazines Division's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.