Senior Member Experience Manager

🕒 il y a 1 mois

🇺🇸 États-Unis – Télétravail

💵 $143 000 - $163 000 / an

⏰ Temps Plein

🟠 Senior

👔 Manager

🦅 Parrain de Visa H1B

Cette entreprise a parrainé des visas H1B par le passé.

👻 Score fantôme 3%

Ce que ça veut dire : la probabilité que cette offre reste ouverte sans recrutement actif.Comment le lire : 60 % ou plus, on pense que c'est une offre fantôme. Un score plus bas est moins inquiétant.Comment on la calcule : ancienneté, republications, postes ouverts vs taille de l'équipe, rapidité de clôture, et si le salaire est indiqué.À noter : une estimation à partir de données publiques, pas un jugement sur l'entreprise. De vraies offres peuvent avoir un score élevé, alors prenez-le comme un indice, pas comme un fait.

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Dave

Site WebLinkedInTous les Emplois

201 - 500 employés

💳 Fintech

🏦 Banque

👥 B2C

Fintech • Banking • B2C

Se battre pour les laissés-pour-compte – Nous avons créé Dave pour une raison : les banques n'ont pas été construites pour des gens comme nous, et nous savions que nous méritions mieux. Comme David terrassant Goliath, nous avons entrepris de défier les banques et leurs méthodes prédatrices. Notre premier combat ? Faire des frais de découvert une chose du passé en avançant aux membres l'argent dont ils avaient besoin, sans leur facturer 38 $. Pourquoi ? Parce que c'est la bonne chose à faire. Depuis lors, nous avons continué à offrir à nos membres les produits que les banques traditionnelles n'offrent pas : avances de 500 $, suivi des objectifs sans frais, et des moyens simples de trouver des petits boulots lorsqu'on est à court de budget. Nous avons beaucoup grandi depuis nos débuts, mais une chose n'a jamais changé : nous construisons des produits qui rééquilibrent le terrain de jeu financier.

Description

• 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

🎯 Exigences

• 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

🏖️ Avantages

• 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