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Sr. Member Experience Manager

Dave· Member Success
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Remote$126k - $163k + equityFull-timePosted 2mo ago

About the role

Sr. Member Experience Manager responsible for owning the Voice of Customer program, turning member signals into actionable business cases, and influencing product decisions across the organization to improve retention, engagement, and revenue.

Responsibilities

  • Voice of Customer Program: collect and synthesize input from support data, app reviews, social conversations, community feedback, surveys, app store reviews, and public conversations; determine what gets tracked and when to escalate; create real-time visibility, monthly deep-dives, and periodic reviews with Product and Leadership; produce clear problem statements and maintain a running backlog.
  • Product Feedback and Member Advocacy: build cases for product gaps with data-backed recommendations; advocate for the member in cross-functional meetings; dogfood Dave products to stay credible in discussions.
  • Cross-Functional Work: represent member perspective across Product, Engineering, Operations, Marketing, Legal and Compliance; facilitate forums to assign owners and move pain points forward.

Qualifications

  • Five or more years in member experience, Voice of Customer, customer insights, or CX with real program ownership
  • Proactive and curious mindset to investigate patterns 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 to distinguish trends from isolated feedback and know when to escalate
  • Working fluency with Mode, Looker, or similar tools for data-backed cases
  • Comfort leveraging AI tools (Anthropic, OpenAI, Gemini) to guide research and strengthen analysis
  • Experience advocating for agent-level tools and product improvements that reduce friction
  • Track record of building trusted relationships and influencing stakeholders across Product, Engineering, Operations, Marketing, Compliance, Research, and Data
  • Strong written communication for problem statements, readouts, and recommendations
  • Ability to move work forward without direct authority and navigate competing priorities
  • Strong organizational skills to document decisions, track action items, and ensure follow-through

Skills

Required:Voice of Customer program ownershipData-driven storytellingCross-functional influenceAnalytical tools (Mode/Looker)
Nice to have:AI-assisted analysis

Benefits

  • Opportunity to tackle tough challenges and impact millions of users
  • Flexible hours and virtual-first culture with home office stipend
  • Premium medical/dental/vision insurance
  • Generous paid parental and caregiver leave
  • 401(k) with matching contributions
  • Financial advisor and wellness support
  • Flexible PTO and company holidays (including Juneteenth and Winter Break)
  • All-company in-person events 1-2 times per year and virtual events
Last updated Sep 3, 2026. Interested? Apply on the company site.
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