Senior Manager, Core Experience

About the role 

As a Sr. Manager on the Core Experience team, you will be a key leader in cultivating and improving the experience of our members every time they interact with Chime’s consumer products. You will lead a team that delivers data-driven improvements to the member experience through product, process, and policy improvements that drive high levels of member satisfaction. You and your team will obsess over continuous improvement. You will work directly to influence key leaders in our product and operation teams to improve the here and now while building our strategy for the future. 

In this role, you’ll coach, inspire and develop your team of program managers, prioritize and manage projects, deep dive trends to understand root causes and build our perspectives on our member and service experience. You will develop a forward looking strategy for how your support model evolves to drive value in every member interaction and work cross functionally to bring that strategy to life.

The base salary offered for this role and level of experience will begin at $168,570 and up to $238,900. 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

• Set clear a clear strategy for your team with goals and objectives, foster an environment of psychological safety, making an impact and having fun while you do it
• Use development conversations to identify people-related strategies for the team; actively coach team members and encourage growth opportunities 
• Responsible for resource allocation for your team, ensuring that company and team priorities are well communicated and that work is distributed in a way that supports success and enables team members to grow
• Utilize member and agent data to Identify opportunities in our service experience to drive short and long term member experience improvements
• Drive cross-functional alignment for key organizational priorities; Partner with cross functional stakeholders in operations and product to enable team and organizational success
• Be a storyteller; you will inform senior management of progress against key goals and objectives

To thrive in this role, you have

• A Bachelor's Degree, with 8+ years of experience in program management, operations and/or consulting.
• Sharp analytical and problem solving skills, sound business judgment, with a strong bias for action, can derive satisfaction and meaning by digging deep into the data and delivering the best results.
• A track record of driving outcomes with a focus on the customer experience
• Experience managing and developing a high performing team of senior individual contributors.
• Strong interpersonal and influence skills, capable of driving outcomes with and without direct authority
• The ability to see the forest beyond the trees and dive into the details when necessary.
• Critical thinking - the ability to understand strategic business drivers across teams and lines of business

A little about us

At Chime, we believe that everyone can achieve financial progress. We created Chime—a financial technology company, not a bank*—on the premise that basic banking services should be helpful, transparent, and free. Through our user-friendly tools and intuitive platforms, we empower our members to take control of their finances and work towards their goals. Whether it's starting a savings account, purchasing a first car or home, launching a business, or pursuing higher education, we're proud to have helped millions unlock their financial potential.

We're a team of problem solvers, dreamers, and builders with one shared obsession: our members. From day one, Chimers have worked tirelessly to out-hustle and out-execute competitors to bring our mission to life. Their grit and determination inspire us to work harder every day to deliver the very best experience possible. We each bring an owner's mindset to our work, refusing to be outdone and holding ourselves accountable to meet and exceed the highest bars for our teams, our company, and our members.

We believe in being bold, dreaming big, and taking risks, while also working together, embracing our diverse perspectives, and giving each other honest feedback. Our culture remains deeply entrepreneurial, encouraging every Chimer to see themselves as stewards of our mission to help everyday Americans unlock their financial progress. 

We know that to achieve our mission, we must earn and keep people's trust—so we hold ourselves to the highest standards of integrity in everything we do. These aren't just words on a wall—our values