Senior Program Manager

About the role 

We are hiring for a Senior Program Manager, Social Experience reporting into our Social Experience team. As a Senior Program Manager for Social Experience, you will own the end-to-end experience for how Chime provides support to members across social media and online reviews. You’ll have a consistent pulse on what members talk about across our social channels, sharing objective insights with cross-functional teams (and shaping how to use these insights to improve Chime’s product and member experiences). In this role, you’ll manage the long-term vision for how we support members online, manage Chime’s social media tooling infrastructure, and influence how Chime invests in scaling social media support.

We are looking for a self-starter, change agent, and exceptional problem solver with a demonstrated track record of steering cross-functional initiatives and delivering stellar operating outcomes. This role requires an experienced program manager who thrives in a fast-moving organization using lightweight processes, creative ideas, and quick iteration to make a significant impact.

This role sits in our Operations & Member Experience organization. The base salary offered for this role and level of experience will begin at $130,050 and up to $180,600. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.

In this role, you can expect to

• Own the support experience for Chime’s social media channels, acting as a SME for all Social Care processes and experiences. You’ll develop and maintain standard operating procedures, and improve them through a continuous improvement model.
• Manage Chime’s social media tooling infrastructure, making recommendations to routing and governance, and partnering with vendors to improve the functionality and experience within these tools.
• Develop and maintain the vision for Social Care’s long-term strategy. You will develop a roadmap of initiatives to improve the experience members have across social channels, improve our channel coverage, and improve the effectiveness of agents and their ability to provide support & moderation in these channels.
• Lead programs owned by Social Experience, partnering closely with Product, Marketing, Operations, and other cross-functional teams to improve the quality of experience members have when interacting on Chime’s social media and online review channels.
• Manage cross-functional relationships with Product, Operations, Marketing, Corporate Affairs, and Engineering, driving clarity to pain points in Chime’s experiences & products from members across social channels, advocating for improvements to members’ experiences.
• Be accountable for reporting and managing key performance indicators that reflect the quality of experiences and moderation provided to members across Chime’s social media and online review channels.
• Leverage social listening insights and data to drive directional, real-time change in our social media support strategy during moments of crises and opportunity, and creating product feedback flywheels when critical feedback comes together.

To thrive in this role, you have

• A deep knowledge of every social media platform and what makes them unique—Chime’s members show up on nearly a dozen unique social platforms.
• Expert at managing and configuring social media tools like Sprinklr, Khoros, Sprout Social, Brandwatch, and/or Conversocial; Khoros experience strongly preferred
• Experience putting together social media listening queries and insights—you can fully manage and understand boolean queries
• Strong analytical acumen—you can put together a simple SQL query, and are an expert at visualizing data in tools like Looker and Hex to pick apart trends.
• Ability to navigate ambiguity—you can synthesize broad feedback and trends into comprehensive problem statements, outlining recommendations and actionable next steps to solve these problem statements.
• Empathy—you genuinely care about the outcomes of bad (and good!) experiences that Chime members and our community may face.
• Background experience in Community Management (B2C), Social Media Care, or BPO/Operations Consulting background is strongly preferred

A little about us

At Chime, we believe that everyone can achieve financial progress. We’re passionate about developing solutions and services to empower people to succeed. Every day, we start with empathy for our members and stay motivated by our desire to support them in ways that make a meaningful difference. 

We created Chime—a financial technology company, not a bank*-- founded on the premise th