Senior Director, Software Engineering

Senior Director, Software Engineering

Collective Health is transforming healthcare for millions who use our platform to understand, navigate, and pay for care. The Member Experience Engineering team builds every interface a member or Member Advocate interacts with: our web and mobile apps, plus the tools and AI powering our contact center.

We are hiring a Senior Director of Member Experience Engineering to lead this organization. You will own the engineering strategy and execution across three connected domains:

• Member digital experience the member web portal and mobile apps, including care navigation, secure messaging, benefits and claims views, and the notification systems that keep members informed.
• Member Advocate tooling the internal application suite our advocates use to serve members, plus the platforms that make advocates faster and more accurate.
• Contact center experience (our biggest opportunity) the AI, automation, and platform work that reduces call volume, deflects and resolves inquiries earlier, and makes every advocate interaction better. This includes our Contact-Center-as-a-Service (CCaaS) platform, Agent Assist, virtual assistants, IVR automation, and conversational analytics.

The main focus of the role is using AI to lower the cost and raise the quality of member support deflecting avoidable contacts, resolving inquiries in self-service, and giving advocates real-time, accurate answers when a human is the right channel.

To be successful in this role, you'll need:

• 15+ years in software engineering with 5+ years leading engineering teams, including managing managers.
• Proven ownership of large-scale, member- or customer-facing web and mobile products.
• Contact center / customer support technology experience hands-on familiarity with CCaaS platforms, telephony/IVR, agent-assist tooling, and support-operations metrics (contact volume, deflection rate, average handle time, first-contact resolution, cost-to-serve, quality/CSAT).
• Applied AI/ML fluency, especially using LLMs / GenAI to reduce support demand: knowledge of Retrieval-Augmentented Generation (RAG), intent detection, conversational analytics, and automated quality monitoring. You know how to evaluate accuracy, manage hallucination risk, and measure whether an AI investment actually moved the metric.
• Strong track record turning operational metrics into an engineering roadmap and defending trade-offs to executives.
• Excellent cross-functional leadership across product, operations, design, data/insights, and external vendors.
• Comfort operating in a regulated, data-sensitive domain (healthcare/HIPAA a strong plus) where security and privacy are non-negotiable.

Nice to have:

• Healthcare, health-benefits, insurance, or other regulated-industry experience.
• Experience running a vendor selection and migration for a major contact-center or AI platform.
• Background scaling both customer-facing product engineering and internal operational tooling in the same org.

This is a hybrid position based out of one of our offices: San Francisco, CA, Plano, TX, or Lehi, UT. Hybrid employees are expected to be in the office two days per week.

The actual pay rate offered within the range will depend on factors including geographic location, qualifications, experience, and internal equity. In addition to the salary, you will be eligible for 1,000,000 stock options and benefits like health insurance, 401k, and paid time off.

San Francisco, CA Pay Range: $268,000 - $335,000 USD

Lehi, UT Pay Range: $214,400 - $268,000 USD

Plano, TX Pay Range: $235,840 - $294,800 USD

Why Join Us?

• Mission-driven culture that values innovation, collaboration, and a commitment to excellence in healthcare
• Impactful projects that shape the future of our organization
• Opportunities for professional development through internal mobility opportunities, mentorship programs, and courses tailored to your interests
• Flexible work arrangements and a supportive work-life balance

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Collective Health is committed to providing support to candidates who require reasonable accommodation during the interview process. If you need assistance, please contact View email address on click.appcast.io.

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