At Facet, we are revolutionizing financial planning by putting our members at the heart of everything we do. We are seeking a Member Experience Specialist who thrives on direct interaction—someone who can turn a complex financial process into a seamless, supportive conversation. In this role, you are the primary voice and face of Facet. You will spend your day engaging deeply with members via phone, email, and Zoom, acting as a dedicated guide through the technical hurdles of investment rollovers and account transfers. You won’t just be answering questions; you’ll be building trust, providing "white-glove" technical walkthroughs, and ensuring every member feels confident and supported as they act on their financial plan. THIS IS A TUESDAY-SATURDAY SHIFT Your Day-To-Day Responsibilities: - High-Touch Member Support: Serve as the frontline expert for members, providing high-energy, professional, and empathetic support across phone, email, and live video (Zoom). - Virtual Guided Onboarding: Lead members through screen-share sessions to troubleshoot app issues and facilitate complex investment transfers (ACATs/Rollovers) in real-time. - Active Pipeline Management: Maintain a rigorous follow-up cadence, proactively calling and emailing members with status updates on their money movements to ensure they are never left wondering. - Communication Excellence: Manage a high volume of member inquiries with a focus on responsiveness, clarity, and "closing the loop" on every ticket. - Calendar & Meeting Mastery: Strategically manage your schedule to maximize availability for member calls, ensuring a frictionless booking experience for those who need your help. - Feedback Loop: Act as the "Voice of the Member" by documenting common pain points discovered during live interactions and collaborating with Product teams to solve them. - Service Recovery: Proactively reach out via phone to members who have reported less-than-ideal experiences (low CSAT/NPS) to listen, learn, and resolve their concerns.

• Engage with customers, integrators and end users to understand their challenges and needs • Conduct market and competitive research to inform product decisions • Participate in the development and maintenance of user and buyer personas • Define business cases and product requirements • Perform pricing analysis and provide recommendations, when applicable • Participate in the creation and management of product roadmaps and release plans • Partner closely with UX/UI, your fellow Product Managers, Engineering, QA and Support to successfully execute the roadmap • Define launch plans and release milestones • Collaborate with Sales and Marketing to promote and position the platform • Evangelize the platform with resellers and market partners • Define and analyze product metrics • Become a subject-matter expert on the product, underlying technology, market and competitive landscape

• Define the roadmap and own the product’s commercial success. • Evangelize the future of AI-driven personalization to the world’s most sophisticated marketing organizations. • Act as the primary technical and strategic spokesperson for our AI suite. • Drive product-led growth (PLG) by understanding the "jobs to be done" for modern marketers. • Own the multi-year product vision and ensure it adheres to global data privacy. • Identify untapped opportunities within the MarTech stack and expand the product’s footprint. • Define and own the KPIs that matter: Product-Qualified Leads (PQLs), adoption velocity, and AI-attributed revenue growth.

• Lead product discovery by deeply understanding customer problems, business goals, and operational constraints across search and investigation products, including market research and experience design • Define the product vision and roadmap for SaaS data, search, and investigation products, managing the journey from initial discovery through launch and iteration • Work day-to-day with engineering and data teams to prioritize backlogs, clarify scope, and ensure high-quality execution • Collaborate with customers to facilitate feedback across multiple personas and partner with go-to-market and sales teams to support pilots, launches, and customer adoption • Measure product success using adoption, usage, customer value, and business outcome metrics