---
title: 'Senior Director, Software Engineering at Collective Health'
canonical: 'https://feeny.ai/job/senior-director-software-engineering-collective-health-san-francisco-cydcf915ajjt'
type: 'job'
last_seen: '2026-09-08'
---

# Senior Director, Software Engineering at Collective Health

- **Company:** Collective Health
- **Location:** San Francisco, CA / Lehi, UT / Plano, TX
- **Compensation:** $214k–$335k
- **Posted:** 2026-08-18
- **Last confirmed live:** 2026-09-08
- **Apply:** https://jobs.collectivehealth.com/apply/?gh_jid=8092852

## Job description

At Collective Health, we’re transforming how employers and their people engage with their health benefits by seamlessly integrating cutting-edge technology, compassionate service, and world-class user experience design.

## Role Overview

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.

## What you'll do

- Set the strategy for member experience engineering across web, mobile, advocate tooling, and the contact center — and translate it into a roadmap tied to measurable business outcomes (cost-to-serve, contact reduction, member and advocate satisfaction).
- Lead the AI agenda for the contact center. Drive the roadmap for Agent Assist , Smart Search, virtual assistants, IVR automation, and contact-deflection features. Push for real, defensible reductions in call demand and average handle time — not demos.
- Own the call-center technology platform, including our CCaaS migration and the integrations that connect telephony, chat, and digital channels into one member journey.
- Own conversational and contact analytics — topic tagging, quality monitoring at scale, and the reporting that tells us what members are calling about and which contacts we can prevent. Ensure this data actually steers the roadmap.
- Deliver the member-facing digital experience on web and mobile, meeting client and regulatory commitments (access controls, dependent access, SSO, privacy) on committed timelines.
- Own the advocate tooling suite — the internal applications that determine how efficiently and accurately advocates serve members.
- Partner deeply with our Customer Experience, Product and Design teams to build quality products for our members and member advocates
- Build and grow the team — hire, mentor, and develop engineering managers and senior engineers; set the bar for technical quality, security, and reliability in a HIPAA-regulated, PHI-handling environment.
- Report up and out. Communicate strategy, trade-offs, and results to executive leadership and represent engineering in cross-functional and client-facing forums.

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.

Pay Transparency Statement

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. #LI-hybrid

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. Learn more about our benefits at https://jobs.collectivehealth.com/benefits/. 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 recruiting-accommodations@collectivehealth.com.

Privacy Notice

For more information about why we need your data and how we use it, please see our privacy policy: [https://collectivehealth.com/privacy-policy/](https://www.google.com/url?q=https://collectivehealth.com/privacy-policy/&sa=D&source=calendar&ust=1673199018797635&usg=AOvVaw1JzrJxyoJc-0fOfzJZ8AMO).

## About Collective Health

## Company Overview
- **One-liner**: Collective Health is a technology-driven third-party administrator (TPA) that provides a unified platform for self-funded employers to manage health benefits, administration, and care navigation.
- **Entity Type**: Private
- **Headquarters**: San Francisco, California, USA (with major offices in Lehi, Utah, and Plano, Texas)
- **Founded**: 2013
- **Founders**: Ali Diab (Co-founder & CEO)

## Core Business
- **Primary industry**: Healthcare technology (Health benefits administration / Third-Party Administration)
- **Target customers**: B2B – Self-funded employers of all sizes, including enterprise clients like Red Bull, Uber, Zoom, Live Nation, Driscoll’s, and The Wonderful Company.
- **Mission statement**: "To make it easier to understand, navigate and pay for healthcare."

## Products & Services
- **Collective TPA™**: A modern, independent third-party administration platform that handles plan administration, claims processing, and cost management for self-funded employers. It offers a 99.91% claims process accuracy rate.
- **Navigation & Advocacy**: A high-touch, high-tech benefits front door that provides end-to-end care navigation, proactive care suggestions, and integrated access to all benefits. It boasts an industry-leading 70 NPS (vs. industry average of 30) and 86% member satisfaction.
- **Benefits Hub**: An integrated platform that brings together all benefits (including ancillary partners) into one place, featuring extensive network partnerships, a vetted Premier Partner Program™, and the Partner Collective® tool.
- **Collective AI (CAI™)**: An AI-powered layer across the platform that acts as a 24/7 AI companion (within My Collective®), supercharges Member Advocates, and brings efficiency to plan implementation and operational workflows. Built on a privacy-by-design framework.
- **Member Advocate Program**: A human support layer of Member Advocates (including bilingual Spanish speakers) who help members navigate their healthcare benefits, with no prior experience required for entry-level roles.

## Market Standing
- **Valuation**: Not publicly disclosed (private company).
- **Key Metric**: Over $25 billion in medical claims processed to date; serves over 800,000 members across all 50 states.
- **Notable Investors/Partners**: Not explicitly listed on the provided materials, but customers include Red Bull, The Wonderful Company, Boot Barn, Live Nation, Driscoll’s, Uber, and Zoom.
- **Growth Signals**: The company has processed over $25B in claims, serves over 800k members, and is actively hiring across engineering, product, and customer service roles, indicating strong growth. It has also received HITRUST r2 certification and NCQA accreditation, signaling trust and maturity.

## Competitive Advantages
- **Independent and transparent**: Collective Health positions itself as an independent TPA, avoiding the conflicts of interest inherent in carrier-owned or vertically integrated solutions. They emphasize transparency in pricing and plan design.
- **High-tech + high-touch model**: Combines a modern, AI-powered platform with dedicated human Member Advocates, achieving a 70 NPS (far above the industry average of 30) and 86% member satisfaction.
- **Proven cost savings**: Claims to deliver up to $600 in potential savings per employee per year using its plans and programs.
- **Strong partner ecosystem**: Integrates with over 140 innovative partners across 30+ clinical categories, offering flexibility and choice to employers.
- **Data and analytics**: Leverages a modern tech stack (Java, Python, React, AWS, GCP, Databricks, Spark) to provide employers with data-driven insights to optimize outcomes.

## Strategic Focus
- **AI-first innovation**: The company is heavily investing in its "Collective AI" (CAI) platform, hiring for roles like Staff AI Engineer – Agentic AI and Automation and Lead Software Engineer, Agentic AI Systems, signaling a focus on agentic AI to automate and enhance member navigation and operational workflows.
- **Expanding member base and client acquisition**: With over 800k members and marquee clients, the focus is on scaling the platform to more self-funded employers.
- **Deepening the care navigation experience**: Continuing to build out the end-to-end care navigation and advocacy model to de-risk rising-cost claimants and improve health outcomes.
- **Maintaining high-quality service**: The company emphasizes its 99.91% claims accuracy and high NPS, suggesting a strategic focus on operational excellence and member satisfaction as a growth driver.

## Why Work Here
- **Mission-driven culture**: The company is deeply focused on transforming healthcare with technology, offering employees the chance to work on "some of the most challenging and interesting problems in AI, ML, distributed systems, data pipelines, analytics, user experience, system reliability, security, and privacy."
- **Strong benefits and ownership culture**: Collective Health offers up to 100% of employee premiums for medical, dental, and vision plans, equity packages for all employees, a $100 monthly wellness stipend, 12 paid holidays, parental leave, and a sabbatical program (4 weeks off for every 5 years of tenure).
- **Engineering excellence**: The engineering team works with a modern tech stack (AngularJS, React, Java, Python, Databricks, Postgres, AWS, GCP, Spark) and emphasizes good code, continuous learning, and knowledge sharing.
- **Career growth and mobility**: The Member Advocate program is designed for career starters with no prior experience, and high performers can move internally to other roles and teams within their first year.
- **Diversity and inclusion**: The company has Employee Resource Groups (ERGs), a focus on mitigating bias in hiring, and a commitment to providing equal opportunity. They also run a bilingual (Spanish) support program to serve a diverse member base.
- **Work locations**: Hybrid/office presence in San Francisco (CA), Lehi (UT), and Plano (TX), offering flexibility across major tech and business hubs.
- **Recognition**: Great Place to Work-Certified, HITRUST r2 certified, NCQA accredited, and recipient of Silver and Bronze Stevies and Training magazine’s APEX Awards.

## Sources
1. [collectivehealth.com - Company Overview](https://collectivehealth.com/company-overview/)
2. [collectivehealth.com - Main Site](https://collectivehealth.com/)
3. [jobs.collectivehealth.com - Careers Page](https://jobs.collectivehealth.com/)
4. [jobs.collectivehealth.com - Open Listings](https://jobs.collectivehealth.com/listings/)
5. [collectivehealth.com - Leadership](https://collectivehealth.com/company-overview/leadership/)

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