Senior Technical Product Manager, Member Success
Credit Karma is a mission-driven company, focused on championing financial progress for our more than 110 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
The Member Support, Tools and Processes Team plays a pivotal role in this mission by providing an infrastructure that will scale alongside our member volume. Furthering our business by implementing and owning systems that enhance member relationships while providing tools to our support team to support the 110 Million+ Credit Karma members that ultimately drive our business.
As the Senior Technical Product Manager, Member Support you will report directly to the Associate Director of Technical Product Management and own the Technology Products powering our Customer Engagement solutions: Chat, Chatbot, Help Center, IVR, to name a few.
The qualified candidate should be able to understand and navigate high levels of ambiguity, be data-driven, and handle multiple projects simultaneously. This role is perfect for someone who is passionate about identifying functional and technical alternatives to solve business problems, and proposes business processes and procedure modifications as needed.
What's great about the role:
- You will be responsible for developing and maintaining Product Visions, Success measurement, Solutions roadmap and Metrics measurement framework for each of the functional areas
- You will analyze and provide technical and functional expertise to identify, evaluate and develop requirements to meet the end business goal
- The TPM may also configure settings, plan and execute unit, integration and acceptance testing to meet business requirements
- You will often provide consultation to users and join in cross-functional teams to address business or system requirements or issues
What you'll do:
- Own the end to end Technical Product Vision, Roadmap, and Product Health metrics
- Partner closely with Engineering to maintain robust product roadmaps and deep involvement in SCRUM rituals
- Work with Agent Experience and Member Experience teams to comprehend their strategy and breakdown into symmetrical technology strategy and roadmaps
- Define, document and manage end-to-end processes, functional capabilities and business outcomes
- Gather, review, draft and outline business requirements (PRD) that impact strategic initiatives and/or business objectives
- Work closely with the Member Support team on implementation and rollout for support systems projects including Salesforce and other industry standard CRM applications, Survey tools, AWS and KB management
- Pro-actively maintain regular communications with the Credit Karma Member Support, Engineering, and IT teams
- Collaborate with Business teams to prioritize new capabilities, features and bug fixes.
- Continuously look for ways to improve processes and procedures through automation, integration and streamlining
- Partner with business users to define best practices, and develop functional competencies
What we are looking for:
- Bachelor’s Degree with 4-7 years of work experience, with at least 3 years in a Business or Systems Analyst or TPM Role
- Solid (verbal and written) communication and interpersonal skills, ability to communicate effectively to personnel with varying degrees of functional and technical aptitude
- Experience with Salesforce Service Cloud, Community, AWS Connect (IVR), Financial systems and Reports
- Experience researching data issues involving large volumes of data stored in various systems
- Familiarity with SQL and some applications. Comfortable to get involved in technical issues
- High level of intellectual curiosity. Ability to ask the right questions to get a good understanding of the problem
- Ability to lead and work in a cross-functional setting, help influence the priority and solution. When necessary, take on some project management responsibilities
- Proven ability to multitask and manage multiple projects
Benefits at Credit Karma includes:
- Medical and Dental Coverage
- Retirement Plan
- Commuter Benefits
- Wellness perks
- Paid Time Off (Vacation, Sick, Baby Bonding, Cultural Observance, & More)
- Education Perks
- Paid Gift Week in December
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 (including eligible boosters) 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)