Sr. Member Experience Manager

Job description

DAVE VS. GOLIATH. WE’RE DAVE. Dave is a financial app on a mission to build products that level the financial playing field. It is redefining the financial landscape by leveraging technology to create an affordable, transparent, and user-centric access to liquidity for millions of Americans. As a leading innovator in the U.S. financial services sector, Dave’s digital financial platform offers products designed to meet the credit needs of those underserved by traditional financial institutions. Dave’s offerings include its flagship ExtraCash product, providing members up to $500 within minutes. The company is on track to launch several new product offerings in 2026, including a Buy Now Pay Later (BNPL) option. Dave is focused on serving Americans who are financially vulnerable or living paycheck to paycheck. Dave is leading the charge in creating a new era of credit products that prioritizes speed, affordability, and accessibility, making it the go-to financial partner for those who need it most. THE OPPORTUNITY Dave is growing fast and the member base is growing with it. As more people choose Dave over traditional banking, the feedback loop that helps us understand their experience needs to be sharper, more structured, and more connected to the decisions that drive the business. That's what this role builds. As Sr. Member Experience Manager, you'll own the Voice of Customer program and shape how Dave listens to, understands, and acts on member signals across every touchpoint. This isn't a "compile the feedback" role. You'll be the person translating what millions of members are experiencing into the structured, data backed case that gets in front of Product and Leadership and actually changes things. The work sits at a real intersection. You'll tie member sentiment to business outcomes like retention, engagement, and revenue, and make the argument that doing right by the member and growing the business are the same goal. At Dave they are. This role is how we make sure that case gets made consistently, on a regular cadence, with the numbers to back it up. If you want a high-visibility IC role where your work shapes product decisions and your voice carries weight across the org, this is it. WHAT YOU'LL DO Voice of Customer Program You are the voice of the customer within Dave. You own how member signals get turned into something the Dave team can act on. That means pulling input from every customer contact support data, app reviews, social conversations, community feedback, and surveys, including App Store and Google Play reviews and public social conversations. You decide what gets tracked, how it's measured, and when something is significant enough to escalate, including routing anything with reputational or policy circumvention risk to Complaints/Resolve so they can move fast. You'll build a structured, recurring rhythm for surfacing what matters: real-time visibility into issues and trend shifts as they happen, a monthly deep dive with Research into one specific friction area affecting members, and a periodic review of the biggest unresolved issues that you bring to Product and use to keep Leadership current. Each cycle produces a clear problem statement, not just a data dump, and you keep a running backlog so patterns don't disappear just because they miss a cycle. The readouts you deliver aren't a complaints list. They're a business case. A spike in a friction category is a churn signal. A recurring drop-off in a core flow means members are transacting less or leaving. You'll tie what you're hearing to the metrics that matter, retention, engagement, revenue, and member growth, and you'll partner with Member Insights and Data Analytics so the signal you're surfacing feeds the classifiers and dashboards the rest of MS&O relies on, not just your own readouts. Doing right by the member and making the business case are the same argument here. Members who trust the product stay longer, transact more, and tell others. Product Feedback and Member Advocacy When member signals point to a product gap, you build the case and bring it to Product in a way PMs can prioritize: a clear problem statement written from the member's perspective, backed by data, with a recommendation behind it. You're also the member's advocate in the room. That means showing up prepared, defending the friction point with specifics, adjusting when new information comes in, and helping the group reach a better decision because the member's perspective was actually represented. You're not there to report back. You're there to move the outcome. Dogfooding is part of how you stay credible in those conversations. You'll use Dave's products regularly and test new launches before they go out, so you know firsthand what the experience feels like before members do. Cross-Functional Work You'll represent the member's perspective across Product, Engineering, Operations, Marketing, Legal and Compliance, running the recurring syncs with product teams that keep pain points and open issues moving, and helping facilitate the forums where broader member experience initiatives get assigned an owner instead of stalling between meetings. WHAT YOU'LL NEED - Five or more years in member experience, Voice of Customer, customer insights, or CX with real program ownership - A proactive and curious mindset with a natural drive to investigate patterns, identify opportunities, and improve the member experience. - Experience gathering signals from multiple touchpoints, including app store reviews and public social conversation, and turning them into structured, actionable recommendations - Strong judgment in separating isolated feedback from meaningful trends and determining when deeper analysis, escalation, or action is needed. - Working fluency with Mode, Looker, or similar tools to independently build and defend a data-backed case - Comfort leveraging AI tools such as Anthropic, OpenAI, and Gemini to guide research, synthesize feedback, identify patterns, and strengthen analysis. - Comfort in cross-functional product conversations where you've made the member's case in a PM setting - Experience advocating for agent-level tools, workflows, and product improvements that reduce friction, improve efficiency, and strengthen the member experience. - A track record of building trusted relationships and influencing stakeholders across Product, Engineering, Operations, Marketing, Compliance, Research, and Data. - Strong written communication: clear problem statements, crisp readouts, recommendations that get used - Confidence speaking up, challenging assumptions respectfully, and calling out the obvious when needed to create clarity or resolve misalignment. - Strong written and verbal communication with the ability to turn complex findings into clear problem statements, concise readouts, and actionable recommendations. - The ability to move work forward without direct authority while navigating competing priorities and maintaining cross-functional alignment. - Strong organizational skills with the ability to document decisions, maintain action items, track owners and deadlines, and ensure follow-through. BONUS POINTS - Experience running a formal VoC or community engagement program - Background in fintech or consumer financial services - Familiarity with QA or contact center operations - Experience in an agile product environment - Comfort with tools like Mode, Looker, Zendesk, or Rippit (MaestroQA) Don’t let imposter syndrome get in the way of an incredible opportunity. We’re looking for people who can help us achieve our mission and vision, not just check off the boxes. If you’re excited about this role, we encourage you to apply. You may just be the right candidate for this or other roles. Why you’ll love working here: At Dave, our people are just as important as our product. Our culture reflects the values that guide who we are, how we work, and what we aspire to be. Daves are member-centric, helpful, transparent, persistent, and better together. We strive to create an environment where all Daves feel valued, heard, and empowered to do their best work. As a virtual-first company, team members can live and work anywhere in the United States, except Hawaii. A few of our benefits & perks: 💚 Opportunity to tackle tough challenges, learn and grow from fellow top talent, and help millions of people reach their personal financial goals 💻 Flexible hours and virtual-first work culture with a home office stipend 🏥 Premium Medical, Dental, and Vision Insurance plans 👶 Generous paid parental and caregiver leave 💰 401(k) savings plan with matching contributions 📈 Financial advisor and financial wellness support 🏖️ Flexible PTO and generous company holidays, including Juneteenth and Winter Break 🎉 All-company in-person events once or twice a year and virtual events throughout to connect with your team members and leadership team Dave Operating LLC is proud to be an Equal Employment Opportunity employer and is dedicated to cultivating a diverse and inclusive workplace. We will consider for employment all qualified applicants and do not discriminate on any basis protected by federal, state, or local law, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance relating to an applicant's criminal history. #LI-REMOTE