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Dutch Vet is a venture-backed veterinary telemedicine platform transforming pet care by making expert treatment accessible anytime, anywhere. The company offers virtual visits with licensed veterinarians, diagnoses, prescriptions, and direct medication shipping for less than $100 per year. Backed by Forerunner Ventures, Eclipse Ventures, and Bling Capital, Dutch has assembled a team of successful startup founders and scaling experts.
As Director of Customer Experience, you will own the complete member journey from signup through long-term pet care relationships. This is a senior leadership role at the intersection of operations, product, and brand, requiring you to shape how Dutch members experience the company at every touchpoint. You will build and scale the customer experience team, establish processes and standards that differentiate Dutch in the market, and serve as the internal advocate for customer needs across the organization.
You will report directly to the VP of Operations and collaborate closely with Clinical, Product, Engineering, Marketing, and Finance teams. The role demands both strategic vision—defining the customer experience roadmap and competitive positioning—and hands-on leadership of the team executing that vision. Success means transforming customer experience from a support function into a measurable competitive advantage that drives retention, referrals, and brand loyalty.
Key responsibilities include designing and optimizing the end-to-end customer journey, building KPIs and analytics to measure experience quality, leading and developing a customer-facing team, identifying and resolving friction points, and ensuring clinical quality and safety standards are met while maintaining exceptional service. You'll work to reduce churn, increase lifetime value, and make Dutch the gold standard for accessible, compassionate pet care.
