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Program Manager, Member Experience

chime· 55 open roles

Remote RemoteFull-time6 days ago
Salary
Undisclosed
Experience
Mid
Job Type
Full-time
Posted
6 days ago
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About This RoleAI processing…

About the Role We're hiring a Program Manager to help shape how Chime delivers a high-quality, high-trust experience for our members. This role will focus on product, policy, and process excellence across high-trust member-facing experiences across Chime's products and services. As our Program Manager, you'll uncover friction across the member and agent journey, turn data into actionable insights, and drive scalable operational improvements. You'll partner closely with Product, Risk, and other key business functions to ensure new features and policies are launched in a way that protects our me

Key Responsibilities

  • 1
    Own and maintain process documentation (SOPs, journey maps, knowledge base content)
  • 2
    Drive operational excellence by streamlining and automating agent functions
  • 3
    Identify friction points across the member and agent journey and implement scalable solutions
  • 4
    Influence cross-functional roadmaps using data-driven insights
  • 5
    Partner with various cross-functional teams such as Product, Legal, Risk, Vendor Ops, Quality, and Learning to optimize agent performance
  • 6
    Ensure operational readiness and assess support impact for new features and policy changes
  • 7
    Lead initiatives that measurably improve CSAT, resolution rates, and contact rate

Requirements

  • 5+ years leading end-to-end programs in Customer Experience, Operations, or Product
  • Experience operating in regulated environments with strong compliance awareness
  • Demonstrated cross-functional partnership across Product, Compliance, Risk, and Ops
  • Strong analytical skills and experience using Looker, Tableau, Power BI, or similar tools
  • Proven ability to break down complex problems and influence roadmap direction
  • Experience building scalable processes that improved member experience metrics
  • Strong executive communication and stakeholder influence skills

Perks & Benefits

🏢 Our in-office work policy is designed to keep you connected - with four days a week in the office and Fridays from home for those near one of our offices, plus team and company-wide events depending on location. Whether you’re coming in regularly or are part of our fully remote program, you’ll stay engaged with your work and teammates.
💻 Benefits that support your work and life, including backup child, elder, and pet care and subsidized commuter benefits for eligible employees.
✨ Comprehensive health, financial, and wellbeing benefits designed to support you at every stage of life.
🏝 Generous vacation policy and company-wide paid days off
🫂 1% of your time off to support local community organizations of your choice
👟 Annual wellness stipend to use towards eligible wellness related expenses
👶 Up to 22 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents
👪 Access to family planning reimbursement
💚 A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help millions unlock financial progress

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