Director, Customer Experience & Subscription Operations

This role shapes the strategy, systems, and processes that power exceptional subscriber experiences while driving retention, loyalty, and operational excellence across the subscriptions business. The Director leads and mentors third-party customer service teams, implements tools to enhance first-contact resolution, and develops AI workflows to automate customer interactions. The position involves partnering with cross-functional teams to enhance service systems, utilizing data-driven decision-making, and overseeing refund and cancellation policies to ensure operational improvements.