Vice-President, Member Value
WorkMoney
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $205,000 - $225,000 per year
About the role
- 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
Requirements
- 10+ years of leadership experience in member growth, engagement, retention, and value delivery, including 5+ years in leadership roles building and developing teams responsible for member outcomes
- Proven experience leading complex portfolios of programs, partnerships, or products, setting strategic priorities and allocating resources to maximize member and organizational impact
- Strong strategic and financial acumen, including P&L ownership, financial modeling, and deep expertise in unit economics (LTV, CAC, ARPU, cohort performance), with the ability to translate insights into measurable business outcomes
- Proven experience evaluating and executing build, buy, and partner decisions, using ROI analysis, risk assessment frameworks, and market and competitive intelligence
- Deep experience in partnerships and negotiation, including structuring performance-based or marketplace agreements and managing complex multi-stakeholder relationships
- Operational leadership experience building and scaling member-facing functions, including vendor management, process design, CCaaS/CRM implementation, self-service tooling, and continuous improvement practices
- Expertise in market research and analytics, including primary and secondary research, member segmentation, competitive analysis, with the ability to synthesize complex qualitative and quantitative insights into clear, executive ready recommendations
- Experience leveraging member/customer data platforms and predictive analytics to inform lifecycle strategy, segmentation, and personalized engagement
- Proven ability to translate member insights into strategies that deliver both financial value and meaningful member impact
- Demonstrated ability to lead cross-functional initiatives and influence stakeholders across the organization to drive strategic outcomes
- Strong judgment and decision-making skills, with the ability to prioritize investments and initiatives based on member value, financial impact, and organizational strategy
- Familiarity with public benefits ecosystems (e.g., SNAP, EITC, Medicaid), including experience partnering with policy or research teams to evaluate emerging programs, assess enrollment barriers, measure impact, and inform partnership or product strategy
Benefits
- We fully cover the premiums for medical, dental, and vision insurance
- Our retirement plan includes up to a 6% employer match
- We contribute toward your student debt repayment
- Four weeks of paid vacation each year
- Generous paid family and medical leaves
- Stipends for remote work expenses
- Professional development opportunities
- Health & wellness stipends
- Cell/internet data usage stipends
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
financial modelingunit economicsROI analysismarket researchpredictive analyticsvendor managementprocess designCCaaSCRM implementationmember segmentation
Soft Skills
leadershipstrategic thinkingnegotiationjudgmentdecision-makingcross-functional collaborationinfluencecommunicationteam buildingproblem-solving