Subscription-Journey Recovery Leader

The mandate

A global subscription redesign unified screens but broke the underlying relationship among account, household, entitlement, payment and device. Subscribers paid through app stores or telecom bundles receive different recovery options from direct customers; expired credentials can look like cancelled service; and a new household policy generated support demand without proving reduced abuse. The product executive left after cancellation and chargeback rose, leaving a leadership gap before the most valuable content season.

Over thirteen months, the interim leader will restore observable subscription journeys from offer selection through identity, payment, entitlement, access, plan change, pause, failure recovery and cancellation. The recovery must separate voluntary intent from technical or partner-induced churn, establish household rights that can be explained to customers, redesign payment retries and service restoration, and align experiences across television, mobile, web and partner-billed channels without forcing false interface uniformity.

A permanent subscription executive should be chosen by month eight and own the final two market releases with the interim leader observing. Handover requires that successor to decide a contested household policy, lead a partner-billing incident and defend churn attribution to finance and product leadership. The transferred record includes journey economics, experiment results, partner constraints, entitlement semantics, policy decisions and a backlog ranked by recoverable customer lifetime value.

This seat can stop harmful experiments, reprioritise the funded roadmap, set journey measures and reliability objectives, require common entitlement semantics, approve releases within existing policy and assign cross-functional incident command. It cannot set content prices, negotiate app-store terms, approve consumer-policy changes, waive privacy requirements, accept revenue-recognition positions or authorise customer compensation outside delegated thresholds.

The remit excludes content acquisition, marketing campaign management, routine customer care and ownership of underlying payment-provider contracts. Success means lower involuntary churn, faster entitled-access restoration, explainable household decisions, consistent recovery across billing routes and a successor who can continue product choices without a consultant-created analytics layer. Improvements must survive major-release traffic and content events, not only controlled low-volume cohorts.

Why this seat is open

The prior executive optimised a common interface while fragmented account and billing semantics continued beneath it, making losses hard to attribute and fixes hard to scale. Departure coincided with a critical seasonal window in which waiting for permanent recruitment would compound customer and revenue harm. Interim authority can protect immediate journeys, resolve policy and platform boundaries, and validate the permanent seat through real releases.

What you will own

• Map account, household, subscription, payment, entitlement and device states across direct, app-store and bundled billing journeys.
• Separate voluntary cancellation, payment failure, partner delay, authentication loss, policy enforcement and service defects in churn attribution.
• Redesign retry, grace, notification, entitlement restoration and support hand-offs using customer value, consent and partner constraints.
• Establish household-policy explanations, appeal routes and exception evidence that customers and care agents can understand consistently.
• Govern production experiments with protected cohorts, revenue and complaint guardrails, device coverage and precommitted rollback conditions.
• Chair cross-channel release and incident choices across product, payments, identity, care, revenue operations and billing partners.
• Transfer journey telemetry, policy records, partner obligations, economic baselines and release governance to the permanent successor.

Candidate qualifications

• Has recovered subscription lifecycle performance for a global streaming, media, gaming or comparable multi-device consumer service.
• Understands identity, household models, entitlements, payment retries, partner billing, app-store constraints and device access end to end.
• Can distinguish true customer cancellation from avoidable technical, policy and intermediary failure using defensible event evidence.
• Has changed household or account-sharing controls without hiding customer harm behind aggregate fraud or engagement measures.
• Has directed high-volume release and incident decisions spanning product, customer care, finance and external billing partners.
• Demonstrates permanent leadership induction through live policy, launch and recovery choices rather than a passive transition period.

Non-negotiables

• Will maintain the Los Angeles hybrid schedule and attend agreed partner reviews and quarterly market residencies.
• Must disclose relationships with media platforms, app stores, telecom distributors, payment providers and subscription technology vendors.
• Brings accountable multi-channel subscription recovery; acquisition marketing or interface optimisation alone is insufficient.
• Will not classify technical lockout or partner delay as voluntary churn to improve reported product performance.

1. 49 words maximum. Which event sequence would prove that an apparent cancellation was actually involuntary churn?
2. 49 words maximum. How would you make a household entitlement decision explainable across direct and partner billing?
3. 49 words maximum. What seasonal release decision must a permanent successor own before handover?