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.