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Program Manager, Dispute Experience

2 weeks ago
United States
Full-time
Senior
Program Manager
Project and Program Management
Looker SQL Tableau
Apply Now
Chime

Chime

Chime is a financial technology company that offers banking services with no monthly fees, fee-free overdraft, and credit-building opportunities. They partner with regional banks to provide innovative and inclusive financial products, aiming to make fi...

Banks
1K-5K
Founded 2012
$2300M raised
View All Jobs 5

Description

  • Own and improve dispute process documentation, including member journey maps, knowledge base content, and standard operating procedures.
  • Serve as a subject matter expert on the dispute resolution process and experience.
  • Review and respond to internal and external audit requests, including sponsor bank and control testing reviews.
  • Analyze and remediate audit findings within established timelines.
  • Support dispute-related inquiries by analyzing themes and preparing responses for internal and bank-partner reviews.
  • Monitor and report on metrics related to dispute operations, compliance, and member experience.
  • Identify friction points, define problem statements, build project plans, and execute improvements to key metrics.
  • Develop data-based insights on member experience and project impact for Product, Risk, and other partners.
  • Partner with Vendor Operations, Quality, Learning, Content, Finance, Workforce Management, and other teams to improve agent and operational performance.
  • Support launch readiness for new products and features and assess their impact on member and agent experiences.

Requirements

  • 6+ years of experience in product operations, product management, program management, consulting, or similar analytical roles at a financial services organization.
  • 3+ years of experience in card issuer dispute operations.
  • Comprehensive knowledge of Regulation E, Regulation Z, and UDAAP, with the ability to interpret and apply these requirements to operational processes.
  • Foundational SQL experience and data visualization experience using tools such as Looker, Tableau, or Microsoft Power BI.
  • Experience working with cross-functional teams such as product managers, data analysts, operations analysts, and engineers.
  • Preference for candidates with deep experience in process management and continuous improvement.
  • Excellent communication and presentation skills with the ability to foster collaboration and facilitate teamwork.
  • Ability to identify, prioritize, and manage multiple work streams in a dynamic, rapidly changing environment.
  • Highly motivated self-starter with a desire to grow and learn.

Benefits

  • Base salary starting at $116,000 and up to $160,000 depending on location, skills, qualifications, and experience.
  • Full-time employees are eligible for a bonus and a competitive equity package.
  • 401(k) match.
  • Medical, dental, vision, life, and disability benefits.
  • Generous vacation policy and company-wide Chime Days, including bonus paid days off.
  • Annual wellness stipend for eligible wellness-related expenses.
  • Paid parental leave of up to 24 weeks for birthing parents and 12 weeks for non-birthing parents.
  • Access to Maven family planning support with $15,000 lifetime reimbursement for fertility, adoption, egg freezing, and more.
  • In-office and remote work options, including four days in office and Fridays from home for eligible employees near an office, plus a fully remote program for some roles.
  • Backup child, elder, and pet care support, plus a subsidized commuter benefit.

Interested in this position?

Apply directly on the company website

Apply Now

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