Director of Customer Experience

Job description

## **About Us** **Dutch Vet** is transforming veterinary care by making expert treatment accessible anytime, anywhere. Our mission is simple: help every pet live their happiest, healthiest life by connecting pet parents with licensed vets through seamless virtual visits. We’re the only veterinary telemedicine service that can diagnose, prescribe, and ship medications directly to customers in most states. For less than $100 per year, Dutch offers real relief and convenience for pets and their families. As one customer put it: “Dutch was the only site that would diagnose and prescribe meds as well as ship the meds.” Here’s what other customers have said about Dutch Vet: "The easiest vet visit you'll ever have.” "More thorough than my in-person vet.” "No nonsense, quick, easy and friendly veterinarian. Much cheaper than our regular local vet that couldn’t get us in. So glad I found Dutch!" Backed by world-class investors including Forerunner Ventures, Eclipse Ventures, and Bling Capital, our team is made-up of successful startup founders (Hims, PlushCare, Nasty Gal) with expertise in scaling enterprises (TripAdvisor, Walmart, BARK). Featured in TechCrunch, Forbes, Wired, and Axios, Dutch is setting the standard for quality, accessibility, and compassion in pet care. ### **The Role** 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. ### WHAT YOU'LL DO: **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 YOU'LL BRING: You have 8+ years of customer experience or customer operations experience, including at least 3 years in a leadership role. 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 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'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. 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. **Specifically, you bring:** - 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 - 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 - Excellent written and verbal communication — you can write a sharp escalation policy and a thoughtful member-facing apology email with equal facility - Comfort in a fast-moving, high-accountability startup environment ### 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. ### WHY WORK FOR DUTCH? - Competitive salary range between **$150,000 - $180,000** - Health, Dental, and Vision Insurance - Life and Disability Insurance - Flexible PTO - Mental Wellbeing Options - Robust Holiday Schedule - Retirement savings plan - Growth Opportunities ### DUTCH'S GUIDING PRINCIPLES: - **Pets First –** business and medical decisions are always guided by the pet's best interest. We'll never compromise on pet health and we're all here because we care about their well-being - **Agile Like a Cat –** We have a bias toward swift action, while maintaining quality and accuracy. For us, that means being able to turn on a dime, like a cat, analyze our options – even ones that may not be on the table – then execute without perfection getting in the way - **Creativity is our Catnip –** Creativity feeds us and helps us push boundaries to always find better solutions, making the complex more accessible and easier to understand - **Be the Human Your Dog Thinks You Are –** Be kind, show care for your colleagues, and even if you're an expert - give others context, reinforce the positive, and help them understand. Dutch is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or any other protected status. Accommodations are available on request for candidates taking part in all aspects of the selection process.