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Program Manager, Member Experience

3 weeks ago
United States
Full-time
Senior
Program Manager
Project and Program Management
Looker Power BI 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 7

Description

  • Own and maintain process documentation, including SOPs, journey maps, and knowledge base content.
  • Drive operational excellence by streamlining and automating agent functions.
  • Identify friction points across the member and agent journey and implement scalable solutions.
  • Use data-driven insights to influence cross-functional roadmaps and operational decisions.
  • Partner with Product, Legal, Risk, Vendor Ops, Quality, and Learning teams to optimize agent performance.
  • Ensure operational readiness and assess support impact for new features and policy changes.
  • Lead initiatives that improve CSAT, resolution rates, contact rates, and member trust.
  • Uncover process and policy issues across products and services and turn them into actionable improvements.

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.
  • PMP certification preferred.
  • MBA preferred.
  • Consulting background preferred.
  • Regulatory or compliance domain expertise preferred.

Benefits

  • Base salary of $116,000 to $160,000, depending on location, skills, qualifications, and experience.
  • Bonus eligibility and a competitive equity package.
  • Comprehensive health, financial, and wellbeing benefits.
  • Generous vacation policy and company-wide paid days off.
  • Four days a week in the office with Fridays from home for employees near an office, plus a fully remote program for some roles.
  • Backup child, elder, and pet care, plus subsidized commuter benefits for eligible employees.
  • Annual wellness stipend.
  • Paid parental leave: up to 22 weeks for birthing parents and 12 weeks for non-birthing parents.
  • Access to family planning reimbursement.

Interested in this position?

Apply directly on the company website

Apply Now

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