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Senior Program Manager

2 weeks, 6 days 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 5

Description

  • Manage entry points, routing, automation, knowledge management, and resolution quality for new and core cards, transactions, and transfer products.
  • Partner with Product, Engineering, Analytics, Ops, and other teams to launch features and improve member experience.
  • Use analytics to prioritize initiatives, track outcomes, and guide decision-making.
  • Design, test, and scale support flow improvements such as A/B tests and holdouts.
  • Own the contact rate for assigned products and help shape roadmaps that prevent member issues before they reach support.
  • Develop and maintain compliant, up-to-date standard operating procedures and workflows as products change.
  • Translate contact taxonomy, NPS, voice-of-customer, quality assurance, and sentiment data into action plans that improve service metrics.
  • Drive improvements in support experiences that increase automation and reduce the need for member service contact.

Requirements

  • 6+ years of experience driving improvements in complex, cross-functional environments, ideally in customer experience, program management, operations, or product enablement.
  • Experience improving customer satisfaction, automation, or efficiency in service or support ecosystems.
  • Experience managing end-to-end support or customer journeys in a high-growth environment (preferred).
  • Experience partnering with Product, Engineering, or Analytics to design and deliver support tooling or automation (preferred).
  • Experience using data and insights such as NPS, contact drivers, or AHT to shape priorities and measure impact (preferred).
  • Experience leading process optimization, knowledge management, or quality initiatives within customer experience organizations (preferred).
  • Experience working with outsourced or vendor operations teams to drive consistent experience and performance (preferred).
  • Comfort using data exploration tools such as Power BI, Tableau, Looker, or similar tools.
  • Member-obsessed mindset with a strong focus on satisfaction and trust.
  • Strong ownership, cross-functional influence, strategic problem-solving, adaptability, and resilience.

Benefits

  • Base salary range of $138,000 to $190,000, depending on location, skills, qualifications, and experience.
  • Eligible for a bonus and competitive equity package.
  • 4 days a week in the office and Fridays from home for those near an office, with a fully remote program available for some employees.
  • In-office backup child, elder, and/or pet care, plus a subsidized commuter benefit.
  • 401(k) match plus medical, dental, vision, life, and disability benefits.
  • Generous vacation policy plus company-wide Chime Days and bonus paid days off.
  • Annual wellness stipend for eligible wellness-related expenses.
  • Up to 24 weeks of paid parental leave for birthing parents and 12 weeks for non-birthing parents.
  • Access to Maven family planning support with $15k lifetime reimbursement for egg freezing, fertility treatments, adoption, and more.

Interested in this position?

Apply directly on the company website

Apply Now

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