Senior Director, Member Experience Engineering & AI

Collective Health; Plano (TX); Hybrid; USD 236,000 - 295,000; Full time

Benefits offered by this job

Stock options

Health insurance

401k

Job summary

Collective Health is seeking a Senior Director of Member Experience Engineering to lead a cross‑functional team across member web and mobile apps, advocate tooling, and the contact center platform. You’ll own the engineering strategy and drive AI-powered solutions to reduce costs and raise member satisfaction.

You’ll partner with Product, Design and Operations, hire and grow managers, and ensure HIPAA‑compliant, secure experiences for members and advocates at scale.

Qualifications

• 15+ years in software engineering with 5+ years leading engineering teams.
• Proven ownership of large-scale member-facing web and mobile products.
• Contact center / customer support technology experience (CCaaS, telephony, IVR).
• Applied AI/ML fluency, esp. RAG, intent detection, conversational analytics.
• Strong track record turning operational metrics into an engineering roadmap.
• Excellent cross-functional leadership across product, ops, design, data, and vendors.
• Healthcare/HIPAA experience or regulated-domain awareness.

Responsibilities

• Set the strategy for member experience engineering across web, mobile, advocate tooling, and contact center.
• Lead the AI agenda for the contact center incl. Agent Assist, Smart Search, virtual assistants, IVR, deflection features.
• Own the call-center platform and its integrations (telephony, chat, digital channels).
• Own conversational and contact analytics; ensure data informs roadmap."
• Deliver the member-facing digital experience on web/mobile meeting security and privacy requirements.

Skills

Engineering leadership

ML/AI fluency

CCaaS / contact center tech

Cross-functional leadership

Regulatory/compliance mindset

Security & HIPAA awareness

Tools

CCaaS platforms

IVR systems

Job description

Collective Health is seeking a Senior Director of Member Experience Engineering to lead a cross‑functional team across member web and mobile apps, advocate tooling, and the contact center platform. You’ll own the engineering strategy and drive AI-powered solutions to reduce costs and raise member satisfaction.

You’ll partner with Product, Design and Operations, hire and grow managers, and ensure HIPAA‑compliant, secure experiences for members and advocates at scale.