Director of Product, Member Experience & Trust

Dave is one of the leading US neobanks and a pioneer in financial services, using disruptive technology to provide best in class banking services to millions of members at a fraction of the cost compared to incumbents. The anchor of our banking value proposition, ExtraCash, provides up to $500 of short term, interest free advances to members within minutes of joining. The speed to value, access and pricing of ExtraCash compared to traditional overdraft sets us apart from incumbents and is a key to our strategy to efficiently acquire transacting Dave debit card members.
About the team and role: We are looking for an experienced product management leader to oversee our Risk, Account Management, and Member Support Product teams. You will lead a team that is responsible for Dave’s member experience and trust by building risk, fraud, account security,  identity management, and member support products to improve our user's experience and trust and protect our members and our company from malicious and unauthorized behaviors. Trust is one of the key pillars for our success, and your challenge will be to build a platform that allows users to transact safely while preventing abuse and balancing between offering best-in-class support to our customers and preventing fraud and abuse of our platform. You will lead a team of product managers who report directly to you while also leading engineers, designers, and data analysts who do not report directly to you.  Your ability to lead, influence, and build alignment across cross-functional teams will be a key to your success.  You will also collaborate with our Risk and Member Support operations teams to deliver on our mission and key objectives. This role is one of the most challenging roles in fintech and will provide you with tremendous opportunities for growth.

What you'll do:

• Set the strategy for your domain and develop team OKRs that serve the company’s overall strategy and objectives, with a focus on building user trust, improving member experience, and reducing risk. 
• Work to improve the member experience as well as key risk and fraud metrics, including CSAT, NPS, Member Retention, and Fraud exposure. 
• Structure a product roadmap addressing the biggest opportunities to improve our customer experience and company key results. 
• Collaborate with Product, Technology, Design, Data, and Fraud  Operations to implement your product roadmap and deliver measurable results. 
• Build a sophisticated risk engine and ML models to identify and prevent unauthorized behavior.
• Be a subject matter expert in the areas of account security, authentication, risk management, fraud prevention, and customer support. 
• Design strategies that balance a frictionless user experience and risk controls. 
• Oversee our risk and identity vendor portfolio and ensure the appropriate and fiscally responsible use of these vendor solutions throughout the ecosystem.
• Create the vision for and drive the development of our in-house tools and dashboards, which our customer support agents use to help our customers.
• Drive improvements to the quality and effectiveness of customer support tools such as the help center, AI Chat, IVR, Email, and others.

What you'll need:

• 10+ years of product management experience in payment, fintech, or related direct-to-consumer companies. 
• Deep understanding and empathy for customers' needs, specifically when it comes to customer service, fraud, safety, and trust. 
• Experience partnering with cross-functional teams of engineers, designers, operations, and data analysts to deliver extraordinary products.
• Exceptional communication skills, both within your team, with leadership, and with stakeholders.
• Ability to collaborate with engineers in developing the technical architecture of the products you own and build.
• Experience and deep understanding of compliance and regulation in financial services.
• Experience building and managing onboarding, risk, fraud, compliance, and identity products.
• Experience designing sound customer support experiences that balance user experience and prevent fraud with minimal impact on healthy business growth.
• Ability to partner with data analytics to size business opportunities, create experiments, and interpret A/B tests to make sound business decisions.
• Minimum five years experience managing a high-performing team of product managers.
• Bachelor's degree in Computer Science, Engineering, Business or other related field.

Nice-to-have:

• Experience building AI-driven products in the customer support and operations space.
• Strong understanding of identity, authentication, and security concepts, including federated identity, single sign-on, multi-factor authentication, ID proofing, and industry standards such as OpenID Connect/OAuth