WorkMoney

Vice President

• Reporting to the Chief Product Officer, the Vice-President, Member Value owns the full member value equation from new product and program adoption economics to retention and ARPU optimization
• Lead market analysis across core spending categories to identify the high value opportunities that meaningfully improve financial outcomes for working families
• Define and lead the organization’s partnership strategy, including partner identification, negotiation, portfolio oversight, and success frameworks with clear metrics that drive member value, revenue growth, and measurable business impact
• Evaluate build vs. buy vs. partner opportunities using structured ROI frameworks and executive recommendations
• Collaborate with marketing & other stakeholders to define and monitor key member economic metrics, including ARPU, LTV, churn rate, LTV:CAC ratio, and total member value delivered
• Lead development of a membership health scorecard, including activation rates, feature adoption, and NPS
• Partner with Data team on member segmentation and predictive analytics to inform growth strategy, targeting, and value delivery
• Build and manage strategic relationships with government agencies, advocacy organizations, and program administrators to curate and optimize a high-impact portfolio of federal, state, and local benefit programs aligned to member needs
• Drive program enrollment performance and member utilization, measuring value value delivered per member
• Partner with Research and Policy teams to ensure programs remain current while identifying and integrating new initiatives into WorkMoney Inc.’s program portfolio
• Own vendor selection and performance management for member support operations (Genesys, call centers/agents, AirTable, etc.)
• Design and implement the optimal blend of self-service and human assistance across the member journey
• Establish and monitor service excellence metrics, including response times, resolution rates, NPS, and cost per interaction
• Develop agent training programs and escalation protocols aligned with product capabilities and service standards
• Ensure programs, partnerships, and product features operate as a cohesive ecosystem
• Partner with Product, Engineering, Marketing, and Data teams on roadmap prioritization, program integration, and go-to-market strategy
• Design seamless member journeys that maximize awareness and adoption across all touchpoints
• Orchestrate cross-functional execution of seasonal initiatives and time-sensitive campaigns (e.g., tax filing programs, benefit enrollment deadlines, open enrollment periods), ensuring coordinated launch, member communications, and operational readiness