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. 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.

• Be the subject matter expert for one to two product domains within Abarca. • Create, update, enhance, or refine business requirements, user stories and acceptance criteria in an agile framework. • Assist and partner with other Product Owners and Product Managers in solving business needs through collaborative product feature enhancements. • Gather requirements with internal clients and technology teams to solve complex business needs and translate ideas into requirements. • Work collaboratively with business partners, SMEs, Developers, and Testers to ensure a shared understanding of business requirements. • Determine feasibility of business requirements and recommend changes to support business needs and processes. • Assist in analyzing business solution options by evaluating current system processes and identifying possible solution options for new functionality or modifications to existing functionality. • Provide support for your product domain in research, analysis and troubleshooting related to your products. • Provide input and engage in setting priorities to define a product roadmap working with other product owners and product managers. • Understand the products that you own and how they interact upstream and downstream within the product ecosystem. • Ensure that system solution options are thoroughly researched, analyzed, and documented. • Develops acceptance criteria and leads User Acceptance Testing (UAT) efforts to ensure the product meets the needs of the business. • Provide support to Applications Development through participation in Design Reviews. • Project estimates and resource plans for systems solutions.

• Own and manage the end-to-end Patient and Provider Experience, from onboarding through ongoing clinical care • Lead the implementation and optimization of a new Electronic Health Record (EHR) system • Partner with the clinical operations team and clinical providers to identify workflow inefficiencies and translate them into product improvements • Own a deep understanding of the member and provider experience, by mapping end-to-end journeys, identifying friction points, and translating insights into product and workflow improvements • Collaborate with engineering to plan, prioritize, and deliver clinical product features and platform enhancements • Define requirements, write clear product specifications, and support delivery through launch and iteration • Work cross-functionally to design, launch, and scale new clinical and care programs • Ensure clinical workflows align with regulatory, quality, and operational standards • Use data, feedback, and outcomes to continuously improve the member and provider experience • Serve as a key voice for clinical stakeholders within product planning and roadmap discussions

• Product Strategy: Developing and executing a cohesive product strategy for your product area, aligned with the company's overall vision, goals, and market demands. • Team Leadership: Managing and mentoring a team of product managers to achieve team goals, while fostering a collaborative and innovative work environment across all of Product. • Cross-functional & Inter-departmental Collaboration: Collaborating with other product areas, business leaders, engineering, design, marketing, sales, legal, finance, operations and more to prioritize, design and build the best product experiences and outcomes for our customers • Product(s) Performance: Monitoring product performance and KPIs (Key Performance Indicators) for your product area to identify areas of innovation and improvement • Product Evangelism: Actively promoting and advocating for your product area both internally and externally, including presenting to stakeholders, customers, and industry events.