Rocket Money (formerly Truebill)

• Own integrated production end-to-end — from concept through delivery, building effective direct-response ads for social media channels, digital platforms, and broadcast • Shoot, direct, and produce original footage — you're comfortable on set and across all stages of production from pre to post • Compose motion graphic explainers and source new content to scale creative output — this goes well beyond cutting and arranging pre-existing clips • Increase weekly output by releasing multiple variations of concepts across a wide range of sizes and formats • Collaborate with the creative team on ideation, storyboarding, and concept development • Iterate fast based on performance data — you believe data informs creativity, not limits it, and you're always optimizing for specific channels and platforms • Liaise with internal teams, production teams, external vendors, actors, and talent • Build and maintain budgets and timelines, identify and hire third-party vendors, and manage production costs • Continue to improve workflows for production and delivery while maintaining and contributing to asset library structure and organization • Format new and existing assets to properly fit all media platforms’ best practices • Manage multiple projects simultaneously with swift turnaround times and a sharp eye for detail

• Support the growth of your team members, both in their day-to-day support work and in their longer-term career development • Develop deep expertise across Rocket Money's products, serving as a go-to resource for your team and stepping in to handle customer interactions directly when volume calls for it • Oversee incoming support volume across chat and email, identifying adjustments as needed to ensure our customers receive timely and effective responses • Support team members through cross-functional escalations, stepping in to advocate for them when resolutions stall • Identify opportunities for process improvements and champion changes that enhance the overall customer experience • Give honest, actionable feedback to your team through regular 1:1s • Bring frontline customer insights to the right teams so that feedback shapes how the product evolves • Regularly review Looker dashboards to track team performance and hold the team accountable to department goals

• Handle inbound phone calls with members, delivering clear, empathetic, and solutions-focused support • Develop, maintain and execute processes that provide key services to users across phone, chat, and email channels • Prioritize multiple queues and manage daily workflow to ensure requests are resolved quickly and efficiently • Resolve unique situations and improve workflows to account for new or uncommon issues • Ensure a positive member experience by actively listening, de-escalating when needed, and following up on open issues • Communicate complex financial topics clearly and confidently over the phone

• Make key decisions for the future of our banking and investment systems that balance technical concerns with business concerns. • Develop with TypeScript across the stack, building user interfaces using React and building back-ends in Node & GraphQL. • Collaborate with cross-functional stakeholders to understand nuanced business needs and communicate technical complexity and tradeoffs clearly when requirements evolve. • Architect scalable solutions that may differ from initial requests but better serve the underlying business objectives and long-term technical sustainability. • Own the full lifecycle of Autopilot technology, from initial planning and development through ongoing production maintenance and optimization.

• Help the development and execution of Rocket Money’s creative testing roadmap, driving scale and efficiency across both digital and offline channels. • Collaborate closely with the creative team to design, implement, and optimize creative experiments. You will recommend testing approaches, monitor performance, analyze results, and translate insights into clear creative direction that continuously elevates the team's output. • Conduct in-depth creative performance analyses, translating data into clear, actionable recommendations for the creative team to enhance future campaigns. • Establish yourself as the go-to expert in creative experimentation within the app and web user acquisition space. You will stay up to date on industry trends and emerging opportunities, ensuring we lead the charge in creative innovation. Your ability to understand and leverage data sources will be essential in evaluating and refining creative test outcomes. • Stay ahead of industry trends by researching the latest algorithmic insights, creative trends (paid and organic), and forging strong partnerships with channel representatives (Meta, TikTok, Youtube, and other key platforms) to identify and capitalize on creative testing opportunities that drive scale and growth. • Cultivate a culture of innovation and continuous improvement within the team by regularly sharing data-driven trends and the outcomes of creative experiments.

• Handle inbound chat and email inquiries from members, delivering clear, empathetic, and solutions-focused support • Develop, maintain and execute processes that provide key services to users across chat and email channels • Prioritize multiple queues and manage daily workflow to ensure requests are resolved quickly and efficiently • Resolve unique situations and improve workflows to account for new or uncommon issues • Ensure a positive member experience by actively listening, de-escalating when needed, and following up on open issues • Communicate complex financial topics clearly and confidently in writing across chat and email

• Own Fraud Prevention & Detection • Lead fraud and AML strategy and set the long-term direction across Financial Products, shaping how we detect, prevent, and respond to risk as the business grows • Track emerging fraud and money laundering threats, attack patterns, and industry best practices, and bring that perspective into our strategy and roadmap • Quantify and Defend the Guardrails • Quantify fraud loss, AML risk exposure, and program health on an ongoing basis — translating data into clear loss targets, thresholds, and recommendations • Investigate anomalies and flag emerging fraud and AML risks before they become losses or compliance findings • Build the Fraud & AML Foundation • Design and continuously refine fraud and AML policies and mitigations • Own and scale fraud and AML operations across savings products, and lay the foundation for our future investments product • Lead fraud and AML incident response — root cause, what we change, and how we prevent recurrence • Craft clear, concise documentation — policies, procedures, decision proposals, and incident write-ups • Serve as AML Compliance Officer • Serve as Rocket Money's AML Compliance Officer for bank partnership products, with support from our legal team and our parent company's legal, AML, and compliance teams • Own and improve our BSA and AML program — day-to-day BSA/AML compliance, risk assessments, training, and SAR referrals — leveraging parent-company and cross-functional expertise • Ensure ongoing compliance with the Bank Secrecy Act (BSA) and related regulations • Lead annual independent testing and bank partner audits • Partner & Cross-Functional Management • Serve as the primary fraud and AML point of contact with our bank and brokerage partners • Partner with product, engineering, operations, data, finance, and legal to develop and refine risk controls and align on shared metrics, definitions, and trade-offs • Present fraud and AML posture, decisions, and trade-offs to senior leadership

• Build and ship Premium management features across Stripe, in-app purchases (Apple IAP / Google IAP), credit card payment flows, and post-purchase lifecycle management. • Own projects end-to-end: problem definition, technical design, implementation, rollout, and ongoing reliability. • Partner closely with our product partners, data teams, and operations partners to create systems that are safe, scalable, and pleasant to use. • Improve reliability and observability across critical workflows by instrumenting services, debugging production issues, and raising engineering standards. • Write clear design docs and RFCs, participate in code reviews, and contribute to a culture of thoughtful feedback and continuous improvement. • Drive technical direction: propose architectures, evaluate tradeoffs, and influence the team’s product and technical roadmap. • Mentor and unblock others: coach mid-level engineers, pair on tricky problems, and share best practices.

• Evolving our AWS account strategy, VPC design, and workload segmentation as our infrastructure footprint grows • Owning our firewalls, and edge security strategy across our cloud footprint • Enhancing our IaC security scanning, Terraform module governance, and pipeline security for our infrastructure deployments • Owning and evolving our vulnerability management, misconfiguration detection, and SIEM strategy • Setting the security bar for our AI products and AI-adjacent developer tooling, in partnership with product, InfoSec, and IT • Contributing to day-to-day Cloud Infrastructure work alongside your security specialty — Terraform reviews, platform backlog, on-call rotation

• Lead creative kickoffs for all major projects- owning the brief, aligning expectations, and setting strong creative direction from day one • Manage day-to-day digital ad production within our pod structure, ensuring seamless execution across net new assets, iterations, and multi-format resizes and variations • Continuously evaluate and improve creative workflows by identifying inefficiencies, implementing solutions, and refining briefs, templates, and tool configurations to increase team velocity and output quality • Champion AI solutions to enhance project delivery—actively test emerging technologies and translate learnings into actionable improvements that elevate team performance • Research, test, and roll out new tools- from project management platforms to automation solutions that enhance team capabilities • Create and maintain asset operations including Notion and Airtable tickets, version tracking, and Dropbox folder architecture • Scale ad production pipelines while managing change in fast-paced, innovation-focused environments • Own quality control and asset integrity—verifying proper uploads, naming conventions, and programming queue assignments to ensure flawless delivery • Deliver high-performance marketing ads under tight deadlines • Partner with legal to submit assets for review and track approval status • Track and report on key performance indicators- on time and in full delivery, revision time, and stakeholder satisfaction • Build playbooks and standards that document learnings and elevate the entire creative operation