Director, Member Experience

📋 Description

• Own the combined Support and Success function as one integrated Member Experience organization
• Design, launch, and continuously tune a tiered coverage model that gives a small number of
• Own the mechanism that decides who gets which level of coverage, and evolve it as you learn what
• Build and operate an intervention library: a small set of specific, driver-bound triggers (a
• Partner with the teams building AI-driven support (chat deflection) and in-product self-service
• Own quality as a non-negotiable floor while volume triples, first contact resolution and

🎯 Requirements

• 8+ years leading customer support, customer success, or member experience functions in a
• Direct experience designing or operating a tiered coverage model, pooled, automation-assisted
• A track record of building a mechanism, a trigger-based intervention, an automated workflow, a
• Experience transitioning an existing customer base from one coverage model to another, including
• A genuine point of view on where AI and automation belong in a service operation, and where they
• Fluency with the basic economics of a service organization, loaded cost per role, what a pricing or

🎁 Benefits

• Hybrid Work Model: Based in San Francisco with a balance of in-office and remote flexibility.
• Fresh Lunch: Provided on in-office days.
• Commuter Support: $150 monthly reimbursement for transit expenses.
• Health & Wellness: $200 quarterly reimbursement to support your well-being.
• Time Off: Flexible PTO plus 14 company holidays.
• Comprehensive Coverage: 100% medical, dental, and vision for employees; 75% coverage for dependents.