Associate Director of Product, Member Success
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)