Director, Member Experience

Collective
San Francisco
Workplace: HybridFull timeUSD 210,000 - 240,000 annuallyFunction: Executive & General ManagementSkills: ["Bias toward mechanism","Data-informed decision making","Accountability","Cross-functional partnership","Comfort with ambiguity"]

Lead an integrated Member Experience organization combining Support and Success for a high-growth fintech. Design and run a tiered, pooled and automation-assisted coverage model that protects real human relationships for high-need members as volume triples. Own intervention triggers, AI deflection and self-service partnerships, quality and measurement frameworks, and the creation of a new pooled coverage function with a sustainable operating cadence.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Collective
Collective
4 days ago

Director, Member Experience

âś“ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Lead an integrated Member Experience organization combining Support and Success for a high-growth fintech. Design and run a tiered, pooled and automation-assisted coverage model that protects real human relationships for high-need members as volume triples. Own intervention triggers, AI deflection and self-service partnerships, quality and measurement frameworks, and the creation of a new pooled coverage function with a sustainable operating cadence.
Location: San Francisco
Workplace: Hybrid
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Director level

Key Responsibilities

  • •Own the combined Support and Success function as one integrated Member Experience organization, including the interface between the two.
  • •Design, launch, and continuously tune a tiered coverage model balancing real dedicated attention for high-need members with pooled automation-assisted coverage for most.
  • •Own the mechanism that determines coverage levels and evolve it based on what predicts need as you learn from data.
  • •Build and operate an intervention library with trigger-based, driver-bound actions measured against targets and retired if ineffective.
  • •Partner with teams building AI-driven support and in-product self-service to convert routine volume away from live time while preserving appropriate escalation and quality as volume grows.

Pay and Benefits

Salary: USD 210,000 - 240,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVision401kEquityParental LeavePaid LeaveRemote Work

Key Requirements

  • •8+ years leading customer support, customer success, or member experience functions in a high-growth, high-trust business (fintech/financial/professional services preferred).
  • •Experience designing or operating tiered, pooled, automation-assisted coverage alongside real named attention for a smaller segment.
  • •Track record building tiering mechanisms such as triggers-based interventions, automated workflows, and operating cadences—not only managing people.
  • •Experience transitioning an existing customer base from one coverage model to another while protecting retention.
  • •Fluency in service-organization economics and a clear point of view on where AI/automation should (and should not) be used.
Experience:FintechFinancial servicesProfessional services
Skills:Bias toward mechanismData-informed decision makingAccountabilityCross-functional partnershipComfort with ambiguity

Company Brief

Collective
Provides an all-in-one online back-office platform for solopreneurs, offering company formation, payroll, bookkeeping, tax services, and financial advisory via AI-assisted tools and a concierge team.
Industry: SaaS
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Funding: Series C
Headquarters: San Francisco, United States
Founded: 2020
Glassdoor
Glassdoor: 4.2
WebsiteLinkedInGlassdoor