Director, Member Experience & AI-Driven Support

Collective; San Francisco (CA); Hybrid; USD 180,000 - 280,000; Full time

Benefits offered by this job

Hybrid work model

Fresh lunch provided

Commuter support

Health & wellness reimbursement

Flexible PTO + 14 holidays

Medical, dental, vision coverage

Parental leave 16 weeks

401k + equity

Job summary

Collective in San Francisco is seeking a leader to own the merged Member Experience function, uniting Support and Success. You will design a tiered coverage model that scales with AI-assisted automation while preserving personalized relationships for high-need members.

You’ll build the intervention library, measure outcomes, and partner with AI teams to optimize service delivery. The role focuses on creating high-quality human connection at scale, balancing automation with selective human

Qualifications

• 8+ years leading customer support, customer success, or member experience functions in a high-growth, high-trust business.
• Experience designing or operating a tiered coverage model with automation-assisted coverage.
• Track record building mechanisms, triggers, and automated workflows.
• Experience transitioning a customer base between coverage models with retention considerations.
• Clear viewpoint on where AI/automation belongs in service operations; deflection, containment and escalation design.
• Fluency in service economics: loaded costs per role and impact of packaging changes.

Responsibilities

• Own the combined Support and Success function as one integrated Member Experience organization.
• Design, launch, and tune a tiered coverage model with high-need members receiving dedicated attention and others served via automation-assisted coverage.
• Own the mechanism deciding coverage levels and evolve it with data-driven insights.
• Build and operate an intervention library with defined triggers and actions across channels and automation levels.
• Partner with teams building AI-driven support and in-product self-service tooling to maximize automation while preserving essential human judgment.
• Lead a new pooled coverage function for under-attention members including team build and operating cadence.

Skills

Customer success leadership

AI/automation strategy

Forecasting & cost modeling

Cross-functional collaboration

Data-driven decision making

Job description

Collective in San Francisco is seeking a leader to own the merged Member Experience function, uniting Support and Success. You will design a tiered coverage model that scales with AI-assisted automation while preserving personalized relationships for high-need members.

You’ll build the intervention library, measure outcomes, and partner with AI teams to optimize service delivery. The role focuses on creating high-quality human connection at scale, balancing automation with selective human