Director, Rebill Experience

ABOUT US

At the heart of AG1 lies a commitment to our mission to empower people to take ownership of their health. Since 2010, we've dedicated ourselves to bringing Foundational Nutrition to people around the world. 

Our ethos is deeply rooted in science, with an unwavering dedication to continuous improvement. We leverage and contribute to the latest research to deliver a powerful, straightforward solution for optimal health to our customers. We harness the finest ingredients so that every scoop of AG1 gives you the nutrients you need with the simplicity you want in a daily routine.

Likewise, our organization puts the same energy into creating an environment that is a reflection of the cultural values that define who we are and how we work together. These seven values — One Spectacular Life, Customer Obsessed, Radical Ownership, High Performance, Courage, Amazing Humans and Continuous Pursuit of Excellence —are a representation of the high standards we set, and hold ourselves accountable to, when it comes to building our global team.

THE ROLE

AG1 is looking for a Director, Rebill Experience to support our mission of driving health ownership across the globe.  This role will focus on creating a delivery experience for our customers that is revolutionary and exciting.  Each shipment should feel like a reward, arriving with valuable insights and thoughtful touches that celebrate our customers' commitment to their well-being.

The Director, Rebill Experience is responsible for optimizing the subscription rebill process to maximize customer retention and lifetime value for AG1. This role will focus on developing and executing strategies to enhance customer payment experiences, reduce churn, and increase successful rebills through data-driven insights and cross-functional collaboration.

Reporting to the VP, Retention & Member Experience, the ideal candidate is both data-driven and creatively inspired. They think from first principles, embrace a test-and-learn mindset, and excel in performance-oriented environments. This leader balances strategic vision with hands-on execution, seamlessly switching between being a player and a coach.

WHAT YOU'LL DO

• Become an expert in the delivery experience, identifying and optimizing the factors most critical to retention and lifetime value (LTV).
• Drive habit formation through impactful initiatives that elevate the monthly rebill experience.
• Analyze subscription data to identify patterns, risks, and opportunities for optimization.
• Develop key metrics and establish goals to increase revenue and retention for the brand by elevating the customer rebill experience.  
• Collaborate with Brand and Partnerships teams to enhance the visibility and marketability of delivery touchpoints.
• Partner closely with the Supply Chain team to optimize shipping processes for efficiency and accuracy.
• Eliminate overstock issues by scaling innovative solutions that perfect delivery timing.
• Utilize machine learning and predictive analytics to proactively address rebill risks.
• Formulate programming proposals for the leadership team that are aligned with company objectives.
• Ensure proper budgeting and tracking of all operational enhancements for rebill experiences.
• Leverage industry and market insights to drive ideation of new programming that will extend our member experience and maximize retention.
• Develop new and enhanced concepts that will ensure a reliable and seamless customer rebill journey.

WHAT WE'RE LOOKING FOR

• 10+ years of experience in subscription management, payments, billing operations, or customer retention within a DTC environment.
• Expertise in payment processing systems, fraud prevention, and recurring revenue models.
• Strong analytical skills with the ability to interpret data and drive actionable insights.
• Strong understanding of customer data, analytics, and segmentation strategies.
• Passion for customer engagement and data-driven decision-making.
• Experience with A/B testing and performance optimization related to billing and payments.
• Excellent project management and cross-functional collaboration skills.
• Proven experience in designing and executing successful rebill and/or retention programs.
• Skilled in optimizing logistics and driving operational improvements.
• Excellent leadership, communication, and stakeholder management skills.
• Ability to translate complex ideas into clear, visually engaging designs that drive business results.
• Exceptional communication and presentation skills, with the ability to articulate program decisions to stakeholders effectively.
• A passion for creative problem-solving and a commitment to staying ahead of industry trends.

WHAT’S IN IT FOR YOU?

• Competitive compensation and performance-based incentive plans.
• A 100% remote working environment (excluding Laboratory positions), which has been implemented from day one.
• A strong company culture that is enforced through the hiring process to ensure values alignment and a highly collaborative team.
• A mission-driven approach to everything that we do, with an overall goal to significantly improve our customers’ health and wellness.
• A high-growth, dynamic environment with opportunities for your direct impact to be felt.
• Paid holidays, company-wide mental health days, and unlimited PTO (based on your country of residence).
• In-person team meetups for optimal collaboration, team building and accelerating productivity.
• A work environment and culture that is based on high performance, productivity and continuous improvement.
• The opportunity to work with passionate, high-growth, business-minded colleagues who bring their all to our mission each and every day.
• Access to AG1 products and branded swag.
• Monthly telecom stipend to offset some of the costs of home internet/wifi for eligible team members. 

AG1 is dedicated to providing equitable and competitive compensation & benefits packages. For this particular role, the base salary range is $145,000.00 -$175,000.00 and will ultimately be decided at the offer stage, based on an individual candidate’s level of skills and experience aligned with the needs of this role. Base salary is one component of total compensation for this position. We provide a competitive mix of base salary, performance bonus, and stock option allocation for eligible roles.

AG1 is an Equal Opportunity Employer. We are committed to inspiring fulfilling lives, starting with a focus on health and we believe this starts in the workplace. We do this by providing employees with a safe and welcoming work environment free of discrimination and harassment. We strive to create a diverse & inclusive environment where all team members can thrive, feel a sense of belonging, and make a difference in the world together. We do not discriminate based on age, race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, veteran status, disability, or any other status protected by law. We are an equal opportunity employer.