Director, Member Experience

The role

You will own the combined Support and Success function as an integrated Member Experience organization. You will design and run a tiered coverage model that uses pooled, AI-assisted coverage for most members and dedicated attention for high-need members.

What you will do

• Own the combined Support and Success function as one integrated Member Experience organization
• Design, launch, and tune a tiered coverage model
• Own the mechanism that decides who gets which level of coverage
• Build and operate an intervention library of driver-bound triggers
• Partner with teams building AI-driven support and in-product self-service tooling
• Own quality as a non-negotiable floor while volume triples
• Stand up and lead a new pooled coverage function
• Build the measurement framework for both functions from first principles

Required qualifications

• 8+ years leading customer support, customer success, or member experience functions
• Direct experience designing or operating a tiered coverage model
• A track record of building a mechanism, a trigger-based intervention, an automated workflow, or a specific operating cadence
• Experience transitioning an existing customer base from one coverage model to another
• A genuine point of view on where AI and automation belong in a service operation
• Fluency with the basic economics of a service organization
• A bias toward mechanism over effort
• Comfort inheriting a partially-defined strategic direction

Nice to have

• 8+ years leading customer support, customer success, or member experience functions in a high-growth, high-trust business, fintech, financial services, or professional services

Benefits

• Remote-Friendly Environment
• $200 quarterly reimbursement for health & wellness
• Fresh Lunch provided on in-office days for hybrid schedule
• $150 monthly reimbursement for transit expenses for hybrid schedule
• Flexible PTO plus 14 company holidays
• 100% medical, dental, and vision for employees
• 75% coverage for dependents
• 16 weeks fully paid parental leave
• 401k plan
• Equity package
• Quarterly virtual events
• Annual in-person summit

About the company

Collective is on a mission to redefine the way businesses-of-one work through technology and a team of trusted advisors. They help members achieve financial independence by handling business incorporation, accounting, bookkeeping, and tax services.