[Hiring] Director of Customer Experience @Online Veterinarians

Role 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.

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

Qualifications

• 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.
• Passion for animals is a genuine plus.

Requirements

• 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.
• Comfort in a fast-moving, high-accountability startup environment.

Benefits

• 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

Company Description

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.

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.