• 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