Director, Member Success Head of Tools and Tech
Credit Karma is a mission-driven company, focused on championing financial progress for our more than 100 million members in the U.S., Canada and U.K. While we're best known for pioneering free credit scores, our members turn to us for tips as they work on their financial goals, including helping them monitor their credit, identity monitoring, searching for credit cards, shopping for loans (car, home and personal), and growing their savings* -- all for free. Credit Karma has grown significantly through the years: we've added more than 70 million members in the last five years alone and now have more than 1,100 employees across our offices in Oakland, Charlotte, Los Angeles and London.
*Banking services provided by MVB Bank, Inc., Member FDIC
Our Member Success team is responsible for helping our 100+ Million Members whenever and however they need that help, and providing feedback to the rest of the company on how we can better serve our members. As the Director, Member Success Tools and Tech, you will be responsible for the strategic vision, design and execution of the tools and technologies that will help the Member Success team deliver the best experience to our members, and enable our contact center agents to be efficient and effective in providing the best service to our members.
This is a critical leadership role within the Member Success org and will report directly to the VP of Member Success. In this role s/he will lead, build and mentor a team of tools and tech experts. S/he will be working closely with their peers in Member Experience, Agent Experience, and Success Delivery within the Member Success org, and with Engineering, Procurement, Finance, and other departments across Credit Karma.
Responsibilities
- Partner with Member Experience, Agent Experience, and Success Delivery team in developing the tools and tech strategy and roadmap in accordance with the Member Success strategy to “be fast, be easy, be a friend, and be a champion” to our Members.
- Be the business owner for all the tools used by the Member Success team, including case management systems, contact center omni-channel systems, knowledge management, workforce management tools, etc.
- Be the tech evangelist for the organization in bringing new tools and techs in front of the rest of the team. Organize demos, POCs, and lead the requirement collection, implementation, and onboarding of new tools and tech
- Work closely with engineering in supporting, integrating and maintaining existing tools and tech
- Build and maintain transparency into the existing tool set, and tech stack and effectively articulate the values and lifecycle for each
- Build the Tools & Tech team into an excellent service provider to Member Experience, Agent Experience, and Success Delivery. Stay fully connected on their requirements, build a simple-to-use in-take process, and provide transparency into the tools and tech pipeline and priorities
- Collaborate closely with the data & analytics team to ensure tooling enables robust data architecture and reporting for Member Success and internal stakeholders
- Proactively drive tools improvements for Member Success and effectively scopes/defines technical requirements
- Owns and manages end-to-end launch readiness and feedback loop within Member Success for all Credit Karma products to smooth out customer friction points
Minimum Basic Requirement:
- 8+ years in contact center technical support or strategic tools and tech positions
- 5+ years experience managing program or tools teams
- Bachelor's Degree in Computer Science or Engineering. Master's degree preferred
Qualifications
- The qualified candidate should be able to understand and navigate a high level of ambiguity, be data-driven, and handle multiple projects simultaneously while managing and growing a team with resources across multiple time zones. This role is perfect for someone who is passionate about leveraging technology and analytics to drive operational excellence and efficiencies. This person must be comfortable working in a very fast paced environment, capable of working with complex data and is a strong cross-functional influencer
- Must possess strong analytical, strategic, decision-making and problem-solving skills
- Hands-on experience with CRM, BigQuery/MySQL, and programming languages
- Exceptional problem-solving capabilities and superior analytical skills
- Proven leadership in driving vision and operational excellence for customer support
- Ability to influence cross-functional stakeholders and drive consensus decision making
- Ability to handle conflict and drive agreement on decisions for which conflicting opinions and input exist
- Ability to identify risks and dependencies and put in place plans to mitigate them
- Able to work in a dynamic, ever changing environment with a sense of urgency
- Proven ability to multitask and manage multiple projects
- Effectively presents compelling cases and demonstrates acumen at on the spot thinking, overcoming objections and positioning of opportunities.
Equal Employment Opportunity:
Credit Karma is committed to a diverse and inclusive work environment. We believe that such an environment advances long-term professional growth, creates a robust business, and supports our mission of championing financial progress for everyone. We offer generous benefits and perks with a single eye to nourishing an inclusive environment that recognizes the contributions of all and fosters diversity by supporting our internal Employee Resource Groups. We’ve worked hard to build an intensely collaborative and creative environment, a diverse and inclusive employee culture, and the opportunity for professional growth. As part of the Credit Karma team, your voice will be heard, your contributions will matter, and your unique background and experiences will be celebrated.
Credit Karma is also proud to be an Equal Opportunity Employer. We welcome all candidates without regard to race, color, religion, age, marital status, sex (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity or gender expression, national origin, veteran or military status, disability (physical or mental), genetic information, or any other protected characteristic. We prohibit discrimination of any kind and operate in compliance with applicable fair chance or similar ordinances.
COVID-19 update: Protecting the health of our employees and the candidates interested in a career at Credit Karma is our top priority. We appreciate your understanding and being open and flexible with any changes related to our interviewing process. Moving forward, all new hires are required to be fully vaccinated against COVID-19 and to share proof of that status prior to their first day of onboarding. If you are unable to be vaccinated for medical or religious reasons, we will explore potential reasonable accommodations; however, Credit Karma may not be able to grant such accommodations in all cases.
Credit Karma is strongly committed to protecting personal data. Please take a look below to review our privacy policies:
- GDPR Privacy Policy
- California Consumer Privacy Act (CCPA)