# Director, Member Experience

**Company:** [Collective Intelligence Project](https://hotfix.jobs/companies/collective-intelligence-project)
**Location:** San Francisco, CA
**Role:** Customer Success
**Salary:** $210k – $240k/yr
**Experience:** 8+ years
**Skills:** Customer Support, Customer Success, Member Experience, AI Automation, Chat Deflection, Self-Service, Workflow Automation, Intervention Design, Service Economics, Unit Economics, First Contact Resolution, Customer Satisfaction
**Posted:** 2026-09-01

> Leads and builds Collective’s integrated Member Experience organization, designing tiered support and success coverage, automation-assisted service, intervention systems, and performance metrics. Requires 8+ years leading customer-facing service functions and strong expertise in scaling high-trust operations.

## Job Description

## 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.

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