Director, Member Experience

Responsibilities

• Own the combined Support and Success function as an integrated Member Experience organization.
• Design, launch, and continuously tune a tiered coverage model balancing pooled, automation-assisted service with dedicated attention for high-need members.
• Develop the mechanism that assigns members to coverage levels and refine it using observed predictors of need.
• Build and operate a trigger-based intervention library with defined actions, channels, automation levels, and performance targets.
• Partner on AI-driven support, chat deflection, and in-product self-service while defining appropriate human escalation points.
• Maintain quality, first-contact resolution, and satisfaction as volume scales.
• Establish and lead a new pooled coverage function, including team structure, operating cadence, and delivery mechanics.
• Build a durable measurement framework tied to driver behavior and use it to manage performance.

Requirements

• 8+ years leading customer support, customer success, or member experience functions.
• Experience designing or operating tiered coverage models with pooled, automation-assisted coverage and named coverage for a smaller segment.
• Track record of building mechanisms, trigger-based interventions, automated workflows, or operating cadences.
• Experience transitioning an existing customer base between coverage models while managing retention risk.
• Concrete understanding of AI and automation in service operations, including deflection, containment, and escalation design.
• Fluency in service-organization economics, loaded labor costs, pricing and packaging effects on unit economics, and headcount or investment cases.
• Ability to resolve strategic judgment calls, adapt to new data, and own execution.
• Experience in a high-growth, high-trust business; fintech, financial services, or professional services experience is strongly preferred.

Compensation & Benefits

• $210,000–$240,000 annual salary.
• Equity package and 401(k) plan.
• Flexible PTO and 14 company holidays.
• Medical, dental, and vision coverage: 100% for employees and 75% for dependents.
• 16 weeks of fully paid parental leave.
• $150 monthly commuter reimbursement.
• $200 quarterly health and wellness reimbursement.
• Fresh lunch on in-office days.
• Quarterly virtual events and an annual in-person summit.