Senior Technical Product Manager, Member Success at Credit Karma (Charlotte, NC)

| Charlotte, NC
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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)
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Technology we use

  • Engineering
  • Product
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • RLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • Objective-CLanguages
    • TypescriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • 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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