Head of Member Experience Engineering — AI-Driven Care

collective health; San Francisco (CA); Hybrid; USD 214,000 - 335,000; Full time

Benefits offered by this job

Stock options

Health insurance

401k

Paid time off

Job summary

Collective Health is hiring a Senior Director of Member Experience Engineering to lead three domains: member digital experience, advocate tooling, and contact-center experience. You’ll drive AI-enabled strategies to lower costs and raise quality in member support while shaping the engineering roadmap and leading a world-class team.

You will own the end-to-end member journey across web, mobile, and internal tools, with HIPAA-regulated data handling, security, and privacy at the forefront.

Qualifications

• 15+ years in software engineering with leadership experience
• Experience with large-scale member/customer-facing web and mobile products
• Experience with contact-center / customer support tech
• Applied AI/ML fluency for reducing support demand and measuring impact
• Ability to translate operational metrics into an engineering roadmap
• Excellent cross-functional leadership in regulated environments

Responsibilities

• Set the strategy for member experience engineering across web, mobile, advocate tooling, and contact center with measurable business outcomes
• Lead the AI roadmap for contact center including Agent Assist, Smart Search, virtual assistants, and IVR automation
• Own the call-center platform and CCaaS migrations and integrations
• Own conversational and contact analytics and ensure data guides the roadmap
• Deliver the member-facing digital experiences on web and mobile with security and privacy
• Own the advocate tooling suite and ensure efficient, accurate advocacy
• Collaborate with Product, Design, and Customer Experience
• Build and grow the team and ensure quality, security, and reliability in HIPAA-regulated settings
• Communicate strategy and results to executives and cross-functional teams

Skills

15+ years engineering

5+ years leadership

Web & mobile products

CCaaS / contact center

Applied AI/ML

Cross-functional leadership

HIPAA/regulatory

Tools

CCaaS platforms

IVR systems

Conversational AI

Job description

Collective Health is hiring a Senior Director of Member Experience Engineering to lead three domains: member digital experience, advocate tooling, and contact-center experience. You’ll drive AI-enabled strategies to lower costs and raise quality in member support while shaping the engineering roadmap and leading a world-class team.

You will own the end-to-end member journey across web, mobile, and internal tools, with HIPAA-regulated data handling, security, and privacy at the forefront.