# Director of Customer Experience at Dutch Pet

- Company: Dutch Pet
- What the company does: Backed by Forerunner Ventures.
- Company website: https://dutch.com
- Type: Startups
- Level: Principal and up
- Location: Oakland, California
- Work setup: Hybrid
- Pay: $150K to $180K base salary per year (USD)
- Posted: 2026-08-19
- Apply by: 2026-10-14
- Apply: https://jobs.lever.co/dutch/ebb3eab7-4d59-4144-b814-f572cb590c6f
- Page: https://www.1752.vc/careers/jobs/dutch-pet-director-of-customer-experience/

## About 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.

## What they're looking for

- 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

Tags: Operations

Source: 1752vc Careers, https://www.1752.vc/careers/jobs/dutch-pet-director-of-customer-experience/