Director of Tiered, AI-Driven Member Experience

collective; United States; On-site; USD 150,000 - 190,000; Full time

Job summary

Collective is building a scalable Member Experience function that blends human care with AI-assisted automation. You will design and run a system where most members are served through pooled coverage while a small group gets dedicated attention.

The role centers on creating high-quality human connection at scale, evolving coverage models, and measuring outcomes from first principles. You will own the mechanism for determining coverage levels, partner with AI-driven support teams, and scale the

Qualifications

• 8+ years leading customer support, customer success, or member experience functions in high-growth, high-trust settings.
• Experience designing or operating a tiered coverage model with automation-assisted coverage.
• Track record building a mechanism, a trigger-based intervention, and automated workflows.

Responsibilities

• Own the combined Support and Success function as one integrated Member Experience organization.
• Design, launch, and tune a tiered coverage model with automation-assisted coverage.
• Own the mechanism for coverage levels and evolve it with data-informed insights.
• Build and operate an intervention library with triggers and defined actions.
• Partner with AI-driven support and in-product self-service teams to reduce live human time.
• Maintain quality as volume grows, ensuring first contact resolution and satisfaction.
• Stand up and lead a new pooled coverage function with distinct cost structure.
• Build a measurement framework with a few durable metrics tied to real driver behavior.

Skills

Customer support

Customer success

Member experience

AI-driven support

Tiered coverage model

Automation

Measurement & metrics

Growth mindset

Job description

Collective is building a scalable Member Experience function that blends human care with AI-assisted automation. You will design and run a system where most members are served through pooled coverage while a small group gets dedicated attention.

The role centers on creating high-quality human connection at scale, evolving coverage models, and measuring outcomes from first principles. You will own the mechanism for determining coverage levels, partner with AI-driven support teams, and scale the