Employee Applicant Privacy Notice Who we are: Shape a brighter financial future with us
Together with our members, we’re changing the way people think about and interact with personal finance
We’re a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way
Join us to invest in yourself, your career, and the financial world
The role: The Senior Manager, Member & Account Safety is a high-impact leadership role for someone who thrives at the intersection of strategy and execution. Reporting to the Director of Operations Enablement, SIPS, Crypto & Member, you will own the operational ecosystem of our Member business line and account safety initiatives. You will lead a team that ensures every product launch, process change, and member journey is built for scale, efficiency and delight
You are the connective tissue between the Business, Product, Operations and the Frontline teams. You don’t just document processes, you architect them. You don’t just track OKRs, you diagnose what is broken and build the fix. You are the "Voice of the Member" to our business teams and the "Voice of the Frontline" to our executives. This role is for someone who gets energized by being hands on while thinking two steps ahead
What you’ll do: Journey Strategy & Operational Design Own critical Member journeys end-to-end. Define the operational requirements, design high-efficiency workflows, and lead global rollout/go-to-market governance in partnership with EPD
Serve as the definitive Subject Matter Expert (SME) for Member processes. Ensure all workflows are documented, compliant, and resilient to regulatory shifts
Content Lifecycle & Frontline Enablement Manage the creation and maintenance of all operational content (Job Aids, Process Maps, Help Center, etc). Ensure the frontline is never operating on outdated or unclear information
Translate complex technical product specifications into clear, actionable guidance for frontline teams
Act as the primary conduit for the “Voice of the Member”. Surface member and frontline friction points and advocate for product changes that drive automation or self-service in the digital experience
Performance Analytics & Continuous Improvement Define and track the story behind the OKRs