Director of Customer Experience, Dutch
$150-180k
2+ days a week in office (Oakland, CA)
Online veterinarian
Open for applications
Online veterinarian
21-100 employees
Open for applications
$150-180k
2+ days a week in office (Oakland, CA)
21-100 employees
Company mission
To provide pet parents with affordable vet care that's always there.
Role
Who you are
- 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
- 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 the job involves
- 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
Our take
As most pet owners know, visits to the vet can be eye-wateringly expensive. That’s not just a financial cost, but a welfare risk for pets as owners often wait until their pet is experiencing a much larger issue so that they can make the most of one vet visit and just one fee.
Dutch flips the veterinary business model on its head by providing a telemedicine service for pets through a monthly subscription. Pet owners are asked to provide a few details, after which they can set up a time for a video call. And once they've completed their first visit, they can reconnect with a vet at any time through the platform.
The company has invested funding in growing its electronic medical records database - to make it easier for pet owners to collect and share their pets’ data and prescriptions. It's also been growing its pharmacy network, and even launched pet insurance in partnership with Pets Best.
While it began with a focus on chronic pet health, Dutch has since grown into a full-service virtual care platform. With smart tech, fast growth, and a loyal user base, it's becoming a go-to for modern pet care. Plus, it recently announced its was pursuing its next stage of growth by expanding its marketing team and efforts.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
38% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Oct 2023
$18m
SERIES B
Feb 2022
$20m
SERIES A
Total funding: $43m
Company HQ
Downtown Oakland, Oakland, CA
Leadership
Joe Spector
(Founder & CEO)Previously founded Hims & Hers, a telemedicne startup. Also worked in senior Business Development roles for two successful San Francisco startups. Started their career as an Investment Banking analyst at J.P. Morgan.
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