Director of Customer Experience
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
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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 erro