Sr. Program Manager, Member Experience

1 hour, 54 minutes ago
Full-time
Senior
Project and Program Management
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

Description

  • Own and maintain SOPs, journey maps, and knowledge base content.
  • Streamline and automate agent functions to improve operational efficiency.
  • Identify friction across member and agent journeys and implement scalable solutions.
  • Use data-driven insights to influence cross-functional product and operational roadmaps.
  • Partner with Product, Legal, Risk, Vendor Operations, Quality, and Learning teams to optimize agent performance.
  • Assess support impact and ensure operational readiness for new features and policy changes.
  • Lead initiatives that improve CSAT, resolution rates, contact rates, and member trust.

Requirements

  • 5+ years of experience leading end-to-end programs in Customer Experience, Operations, or Product.
  • Experience working in regulated environments with strong compliance awareness.
  • Demonstrated cross-functional partnership across Product, Compliance, Risk, and Operations.
  • Strong analytical skills and experience with Looker, Tableau, Power BI, or similar tools.
  • Ability to break down complex problems and influence roadmap direction.
  • Experience building scalable processes that improve member experience metrics.
  • Strong executive communication and stakeholder influence skills.
  • PMP certification, MBA, consulting background, or regulatory/compliance expertise preferred.

Benefits

  • Base salary of $138,000–$190,000, plus bonus, competitive equity, and benefits.
  • Remote program available; office-based employees typically work four days onsite and Fridays remotely.
  • Comprehensive health, financial, and wellbeing benefits.
  • Generous vacation policy and company-wide paid days off.
  • Backup child, elder, and pet care, plus subsidized commuter benefits for eligible employees.
  • Annual wellness stipend and family planning reimbursement.
  • Up to 22 weeks of paid parental leave for birthing parents and 12 weeks for non-birthing parents.
  • Paid time off allocation for supporting local community organizations.

Interested in this position?

Apply directly on the company website

Apply Now

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