Sr. Member Experience Manager
$143,000–$163,000 year
RemoteUnited States
Job Summary
Own the Voice of Customer program by pulling input from support data, app reviews, social conversations, and surveys to build structured, data-backed business cases for Product and Leadership. Establish a recurring rhythm for surfacing real-time issues and friction areas, tying member sentiment to retention, engagement, and revenue metrics while routing high-risk escalations to Compliance. Act as the member advocate in cross-functional syncs with Engineering, Operations, Marketing, and Legal, using dogfooding to validate new launches and driving prioritization through clear problem statements and actionable recommendations.
Required Qualifications
- Five or more years in member experience, Voice of Customer, customer insights, or CX with real program ownership
- A proactive and curious mindset with a natural drive to investigate patterns, identify opportunities, and improve the member experience
- Experience gathering signals from multiple touchpoints, including app store reviews and public social conversation, and turning them into structured, actionable 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 to guide research, synthesize feedback, identify patterns, and strengthen analysis
- Comfort in cross-functional product conversations where you've made the member's case in a PM setting
- Experience advocating for agent-level tools, workflows, and product improvements that reduce friction, improve efficiency, and strengthen the member experience
- A track record of building trusted relationships and influencing stakeholders across Product, Engineering, Operations, Marketing, Compliance, Research, and Data
- Strong written communication: clear problem statements, crisp readouts, recommendations that get used
- Confidence speaking up, challenging assumptions respectfully, and calling out the obvious when needed to create clarity or resolve misalignment
- Strong written and verbal communication with the ability to turn complex findings into clear problem statements, concise readouts, and actionable recommendations
- The ability to move work forward without direct authority while navigating competing priorities and maintaining cross-functional alignment
- Strong organizational skills with the ability to document decisions, maintain action items, track owners and deadlines, and ensure follow-through
- As a virtual-first company, team members can live and work anywhere in the United States, except Hawaii
Desired Qualifications
- Experience running a formal VoC or community engagement program
- Background in fintech or consumer financial services
- Familiarity with QA or contact center operations
- Experience in an agile product environment
- Comfort with tools like Mode, Looker, Zendesk, or Rippit (MaestroQA)
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