Director, Member Experience

About the role

Collective is building a scalable member experience function that blends high‑touch personal service with AI‑assisted coverage. As Director, Member Experience you will design, launch and continuously refine the mechanisms that determine how members receive support and success throughout their lifecycle.

Key responsibilities

• Own the combined Support and Success function as an integrated Member Experience organization, including the interface between the two.
• Design, launch and continuously tune a tiered coverage model that provides dedicated attention to high‑need members while serving the majority through pooled, automation‑assisted coverage.
• Build and operate an intervention library of trigger‑based actions (e.g., payment failure, onboarding stall) measured against defined targets.
• Partner with AI‑driven support and self‑service tooling teams to maximize deflection while defining clear hand‑off points to human agents.
• Establish a measurement framework focused on durable, behavior‑driven metrics and use it to manage performance.

Required profile

• 8+ years leading customer support, success or member experience functions in high‑growth, high‑trust businesses, preferably fintech or professional services.
• Proven experience designing and operating tiered, pooled, automation‑assisted coverage models.
• Track record of building trigger‑based mechanisms, automated workflows, and operating cadences rather than only managing people.
• Hands‑on experience transitioning existing customer bases between coverage models while mitigating retention risk.
• Clear perspective on where AI and automation belong in service operations, with concrete knowledge of deflection, containment and escalation design.

What we offer

• Hybrid work model based in San Francisco with in‑office and remote flexibility.
• Fresh lunch provided on in‑office days and $150 monthly commuter reimbursement.
• Health, dental and vision coverage 100% for employees, 75% for dependents; $200 quarterly wellness stipend.
• Flexible PTO, 14 company holidays, 16 weeks fully paid parental leave.
• 401k plan and equity package.
• Quarterly virtual events and an annual in‑person summit.