Associate Director of Product, Member Success at Credit Karma

| Charlotte, NC
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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

Credit Karma's Member Success team is looking for an Associate Director of Product to lead the next chapter of our product and technology that creates our member experience when members need help. Credit Karma has hundreds of thousands of members who reach out to us with questions and issues. Starting with our support services, you will be member centric and focus on excellent experiences that ensure our members have their questions answered as they continue on their financial journey. The Associate Director of Product will report to the Senior Director of Member Success developing strategy, building a roadmap, driving prioritization, and delivering detailed, crisp experiences that result in solving member problems. The vision and requirements outlined by this role will be used to build the next generation of our member success platforms and experiences.

What you'll do:

  • You will establish and guide the roadmap and full stack experiences in the areas of member self service, support experience, and optimizing experience member journey flows - to name a few.
  • Grow and diversify engagement with Credit Karma by creating new experiences that help members, answer questions, and make progress financially.
  • You will establish product requirements, goals, Indicators, and milestones and work in partnership with other teams to make progress on your roadmap.
  • You will build compelling business justification, evaluate revenue potential, and increase operational impact
  • Work closely with Member Success Tools & Tech team along with engineering teams on projects that span across Credit Karma and with Intuit partners to develop the best member experience possible that help members achieve achieve high-quality outcomes
  • You will make data-driven product decisions supported by both metrics and user research. You collect and analyze member feedback and data, and partner with research teams on developing go-to-market strategies, refining messaging, and ensuring the member success experience delivers on its promise to members and your team
  • You will collaborate across a diverse group of Credit Karma leaders and partners to build products and platforms that help members
  • Work with partners in design, engineering, analytics, legal, and marketing, and executives to bring a strategy through to successful execution and market impact.
  • You will partner with research and marketing on developing go-to-market strategies, refining messaging, and ensuring the member success experience delivers on its promise to members and partners
  • You will collaborate across a diverse group of Credit Karma leaders and partners to improve products and platforms that help members
  • Work with partners in design, engineering, analytics, legal, and marketing, and executives to bring a strategy through to successful execution and market impact.

What's great about the role:

  • You will have the rare chance to work in a small team environment while delivering massive impact to our members when they need it most
  • You will be part of a team solving BIG problems that are changing old industries
  • You will create impact at scale to our massive member base of more than 110 million members
  • You will work globally across teams and with a variety of experts pushing new frontiers within Credit Karma and with our partners

Minimum Basic Requirement:

  • 7+ years of consumer-facing product management experience
  • 2+ years of customer service experience

Preferred Qualifications:

  • Consumer product experience, FinTech and member success/support experience ideal. You have a passion for creating great products.
  • Lifelong learner: you have a teaching and learning mindset, and aren't afraid of topics and challenges you haven't encountered before.
  • Experience improving metrics, and have a data-first approach to strategic planning.
  • Master organizer: you find joy in organizing complexity and eliminate chaos.
  • Experience with and love of creating market leading consumer product experiences from positioning to pixels
  • You are a creative product thinker and partner with design to create simple and delightful experiences, even in the face of complex constraints and requirements
  • You strike a healthy balance between speed of execution and maintaining a high-quality bar. Progress over perfection.
  • Have a high level of comfort working with ambiguous goals.

Equal Employment Opportunity:

Credit Karma is proud to be an Equal Employment 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 other protected characteristic. We prohibit discrimination of any kind and operate in compliance with applicable fair chance laws. 

Credit Karma is also  committed to a diverse and inclusive work environment because it is the right thing to do. 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.

COVID-19 update (US Jobs Only):

Credit Karma believes that vaccines are one of the most powerful tools to fight COVID-19 and save lives. We also believe that in order to work toward our mission of helping people make financial progress, people first and foremost need their health. All employees are required to be fully vaccinated against COVID-19 prior to their start date unless otherwise approved for an exception as may be required by law.

Privacy Policies:

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)
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Technology we use

  • Engineering
  • Product
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • RLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • Objective-CLanguages
    • TypescriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • TensorFlowFrameworks
    • KubernetesFrameworks
    • KafkaFrameworks
    • GraphQLFrameworks
    • HiveDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • FigmaDesign

What are Credit Karma Perks + Benefits

Credit Karma Benefits Overview

Health and Wellness
Our employees’ physical and mental well-being is important to us. We offer competitive benefits to make sure employees are taken care of inside and outside of the office. We offer medical, dental, vision, mental health and life insurance coverage. We also offer a 401(k) matching plan, paid time off, holidays (including your birthday), and generous paid bonding for all new parents within the first year of birth. In addition to gym subsidy, we offer yoga, meditation sessions and a spa to relax. And because the belief is that all employees should share in the success of Credit Karma, every one receives stock options.

Professional Development
Credit Karma is committed to learning and development programs for employees, both professionally and personally. We offer a generous annual stipend for continued education, training workshops, conference opportunities, etc. We also have mentorship, coaching for developing leaders and a people manager onboarding program. Our Internal mobility program is designed to help our employees take ownership of their career and make progress within Credit Karma.

Perks
The fun and relaxed office environment means a casual dress code, ping-pong breaks, arcade games, and regular company events, such as happy hours, field day, and sporting events. Employees never go hungry with a fully stocked kitchen, filled with breakfast foods, drinks, and endless snacks. There is even an onsite barista.

Culture
Volunteer in local community
Friends outside of work
Intracompany committees
Open door policy
Team owned deliverables
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning

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