Director, Member Experience: Scale Trust (Hybrid)

wine collective; San Francisco (CA); Hybrid; USD 180,000 - 260,000; Full time

Benefits offered by this job

Hybrid Work Model

Fresh Lunch

Commuter Support

Health & Wellness

Flexible PTO

Company Holidays

401k & Equity

Team Summit

Job summary

Collective is hiring to own the integrated Member Experience organization, uniting Support and Success into one function. You will design a tiered coverage model that serves a small set of high-need members with dedicated attention while the majority are handled via pooled, automation-assisted coverage.

You will shape the mechanism that decides coverage levels and iteratively improve it using real data. You will build an intervention library with defined triggers and channels, working with

Qualifications

• 8+ years leading customer support, customer success, or member experience functions in a high-growth, high-trust business.
• Direct experience designing or operating a tiered coverage model with automation-assisted coverage for the majority.
• Proven track record building a mechanism, trigger-based intervention, or automated workflow.

Responsibilities

• Own the combined Support and Success function as one integrated Member Experience organization.
• Design, launch, and tune a tiered coverage model balancing high-need members with a pooled, automation-assisted majority.
• Own the mechanism deciding coverage levels and evolve it with data-driven insights.
• Build and operate an intervention library with defined actions and channels; measure impact.
• Partner with AI-driven support teams to shift routine volume away from live agents.
• Maintain quality as volume grows, ensuring first contact resolution and satisfaction.
• Stand up and lead a new pooled coverage function for under-attentive members, including team and cadence.
• Build the measurement framework with a few durable metrics to manage performance.

Skills

Leadership

Tiered Coverage

Automation & AI

Retention risk

Automation strategy

Service economics

Systemic thinking

Strategic execution

Job description

Collective is hiring to own the integrated Member Experience organization, uniting Support and Success into one function. You will design a tiered coverage model that serves a small set of high-need members with dedicated attention while the majority are handled via pooled, automation-assisted coverage.

You will shape the mechanism that decides coverage levels and iteratively improve it using real data. You will build an intervention library with defined triggers and channels, working with