Project Manager, Member Support

Job Description

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 everything related to their financial goals, including helping them with improving their credit, identity monitoring, applying for credit cards, and shopping for loans (car, home and personal) -- 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 1,000 employees across our offices in San Francisco, Charlotte, Los Angeles, Leeds, London and soon Oakland. Our Member Support team is responsible for helping our members whenever and however they need that help, and providing feedback to the rest of the company on how we can better serve our members. As the Project Manager, you will ensure that Credit Karma Member Support is effectively prepared to support all product launches, releases, and programs. You will own the launch readiness, customer feedback loop, and operational efficiency within Member Support for projects assigned to you. The qualified candidate is an adept project manager who is able to own and manage multiple projects simultaneously. This role is perfect for someone who is passionate about collaborating with other teams to improve the member support experience. This person must be comfortable working in a very fast paced environment and is a strong cross-functional influencer.

What You'll Do:

• You will own member support readiness for new product introductions, feature releases, and marketing programs
• Manage the support lifecycle planning for Credit Karma products to smooth out customer friction points
• Represent Support and be the "Voice of Member" (Voice of Customer) at all cross-functional meetings for the relevant projects
• Responsible for establishing and building successful relationships with Product Management, Engineering, Marketing, IT and Security
• Successfully leads cross-functional projects, within and outside MS (with minimal guidance) to drive improved operational efficiencies and member experiences.
• Demonstrate a strong combination of communications, technical and relationship skills to enable ownership of day-to-day interactions and strategic execution of deliverables.
• Plan, schedule, and track project timelines and milestones with appropriate Project Management methodology and tools (e.g. MS Project, Visio, Agile, SDLC etc.).

What We Expect:

• BS degree
• 2+ years’ experience as a Project Manager in Customer Support, Engineering, or Product Management functions.
• Excellent verbal and written communication skills
• Strong analytical, decision-making and problem-solving skills
• Strong technical background with the ability to understand and assess the impact of feature releases on both customers and Support
• Able to work in a dynamic, ever changing environment with a sense of urgency. Proven ability to multitask and manage multiple projects
• Ability to establish and foster critical relationships with cross-functional stakeholders
• Self-motivated and ability to work proactively and take the initiative
• Ability to diagnose and recognize problem areas and lead a cross-organizational team towards problem resolution

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