Senior Member Experience Manager

🕒 Agosto 18

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $143.000 - $163.000 / ano

⏰ Tempo Integral

🟠 Sênior

👔 Gerente

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Dave

SiteLinkedInTodas as Vagas

201 - 500 funcionários

💳 Fintech

🏦 Bancário

👥 B2C

Fintech • Banking • B2C

Lutando pelos desfavorecidos – Nós começamos o Dave por um motivo: os bancos não foram feitos para pessoas como nós, e sabíamos que merecíamos algo melhor. Como Davi vencendo Golias, decidimos enfrentar os bancos e seus modos predatórios. Nossa primeira luta? Tornar as taxas de descoberto uma coisa do passado, dando aos membros o dinheiro de que precisavam, sem cobrar US$ 38. Por quê? Porque é a coisa certa a fazer. Desde então, continuamos a oferecer aos nossos membros os produtos que os bancos tradicionais não oferecem: adiantamentos de $500, acompanhamento de metas sem taxas e maneiras simples de encontrar bicos quando você está com o orçamento apertado. Nós crescemos muito desde que começamos, mas uma coisa nunca mudou: estamos construindo produtos que tornam o campo financeiro mais justo.

Descrição

• Own Dave’s Voice of Customer program and determine how member signals are tracked, measured, escalated, and acted upon • Gather member input from support data, app reviews, social conversations, community feedback, and surveys, including App Store and Google Play reviews • Route issues with reputational or policy circumvention risk to Complaints/Resolve • Build recurring reporting rhythms, including real-time issue visibility, monthly Research deep dives, and periodic reviews of unresolved issues with Product and Leadership • Create clear problem statements and maintain a backlog of unresolved member issues • Connect member sentiment and friction trends to retention, engagement, revenue, and member growth • Partner with Member Insights and Data Analytics so member signals inform classifiers and dashboards • Build data-backed product feedback cases with recommendations and advocate for members in Product discussions • Use Dave’s products regularly and test new launches before release • Represent the member perspective across Product, Engineering, Operations, Marketing, Legal, and Compliance • Run recurring product-team syncs and facilitate forums for member experience initiatives

🎯 Requisitos

• Five or more years in member experience, Voice of Customer, customer insights, or CX with real program ownership • Proactive and curious mindset with drive to investigate patterns, identify opportunities, and improve member experience • Experience gathering signals from multiple touchpoints, including app store reviews and public social conversation, and turning them into structured recommendations • Strong judgment in separating isolated feedback from meaningful trends and determining when deeper analysis, escalation, or action is needed • Working fluency with Mode, Looker, or similar tools to independently build and defend a data-backed case • Comfort leveraging AI tools such as Anthropic, OpenAI, and Gemini for research, feedback synthesis, pattern identification, and analysis • Comfort in cross-functional product conversations and making the member’s case in a PM setting • Experience advocating for agent-level tools, workflows, and product improvements • Track record of building trusted relationships and influencing stakeholders across Product, Engineering, Operations, Marketing, Compliance, Research, and Data • Strong written and verbal communication, including clear problem statements, concise readouts, and actionable recommendations • Ability to move work forward without direct authority while navigating competing priorities and maintaining alignment • Strong organizational skills, including documenting decisions, maintaining action items, tracking owners and deadlines, and ensuring follow-through • Bonus: formal Voice of Customer or community engagement program experience • Bonus: fintech or consumer financial services background • Bonus: familiarity with QA or contact center operations • Bonus: experience in an agile product environment • Bonus: comfort with Mode, Looker, Zendesk, or Rippit (MaestroQA) • Permanently authorized to work in the United States without visa sponsorship

🏖️ Benefícios

• Equity offered • Opportunity to tackle tough challenges, learn and grow from fellow top talent, and help millions of people reach their personal financial goals • Flexible hours and virtual-first work culture • Home office stipend • Premium Medical, Dental, and Vision Insurance plans • Generous paid parental and caregiver leave • 401(k) savings plan with matching contributions • Financial advisor and financial wellness support • Flexible PTO and generous company holidays, including Juneteenth and Winter Break • All-company in-person events once or twice a year • Virtual events throughout to connect with team members and leadership