Director, Member Experience & AI-Driven Support

Collective Hub, Inc.; San Francisco, Northern (CA, KY); Hybrid; USD 180,000 - 240,000; Full time

Benefits offered by this job

Hybrid Work Model

Fresh Lunch

Commuter Support

Health & Wellness

Flexible PTO + 14 holidays

Medical, dental, vision coverage

401k + equity

Quarterly virtual events

Job summary

Collective Hub, Inc. is seeking a senior leader to own the combined Support and Success function, shaping a member experience platform that scales with trust and personalization.

You will architect a tiered coverage model, balancing high-need member care with automation-assisted coverage while preserving human relationships. You will define the decision mechanisms that allocate coverage levels, build triggers, and partner with AI-driven tools to deflect routine volume.

Qualifications

• 8+ years leading customer support, customer success, or member experience in high-growth, high-trust settings.
• Experience designing or operating a tiered coverage model with automation-assisted coverage.
• Track record building mechanisms, triggers, automated workflows and operating cadences.
• Experience transitioning a base to a new coverage model with retention risk awareness.
• Strong point of view on AI/automation in service operations, including deflection and escalation.
• Fluency in service economics, unit economics, and headcount/business case modeling.
• Bias toward mechanism over effort and owning partially-defined strategic direction.
• Ability to work in a fast-moving, accountable environment.

Responsibilities

• Own the combined Support and Success function as one unified Member Experience organization.
• Design, launch, and tune a tiered coverage model balancing high-need, named coverage with automation-assisted scaling.
• Own the mechanism deciding coverage levels and evolve it with new data.
• Build and operate an intervention library with defined actions and channels.
• Partner with AI-driven support and in-product tooling to maximize automation while preserving human judgment.
• Own quality as a non-negotiable floor while volume grows.
• Stand up and lead a new pooled coverage function with distinct cost structure.
• Design a measurement framework with a few durable metrics to manage performance.

Skills

Leadership in CX

Tiered coverage design

Automation & AI in CX

Cost economics

Data-driven decisions

Change management

Strategic execution

Retention risk management

Tools

CRM systems

Job description

Collective Hub, Inc. is seeking a senior leader to own the combined Support and Success function, shaping a member experience platform that scales with trust and personalization.

You will architect a tiered coverage model, balancing high-need member care with automation-assisted coverage while preserving human relationships. You will define the decision mechanisms that allocate coverage levels, build triggers, and partner with AI-driven tools to deflect routine volume.