Senior Systems Program Manager

About the role

The Systems Optimization team is a critical component of Operations and Member Experience. Systems Optimization is accountable for the lifecycle management of our 3rd Party operational systems and tools. The systems and tools enable our Chime support agents to deliver efficient, delightful experiences for our Chime members. This team is focused on: ensuring successful new system implementations, creating optimal day to day system utilization, managing system maintenance and hygiene, and planning a scalable long-term system strategy.

The Sr. System Program Manager will have two primary focus areas; optimizing and ultimately managing the teams’ scrum practices as well as responsibility for strategic delivery of high priority initiatives in our suite of 3rd party systems and tools. In this role you can expect to balance tactical and strategic deliverables. You’ll be accountable for evolving the way in which the team effectively takes on work, capacity plans, and prioritizes in partnership with key partners to achieve optimal quality and velocity. This role is highly cross functional. You’ll partner closely with leaders who serve as specific domain Subject Matter Experts. These individuals have direct accountability for the success of the 3rd party vendors, whose systems and tools you will directly support. You will often consult with Technical Account Managers, Solution Architects, and Account Executives at those vendors to ensure we’re optimizing the tools using best practices, reaching optimal return on investment. Lastly you will partner with System Managers and System Administrators to ensure cohesion across our tool stack. You ack as an indirect manager and mentor to System Administrators who will directly support your scope of work.

The base salary offered for this role and level of experience will begin at $116,100 and up to $161,300. 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

• Apply your expertise in program and product management to lead and continuously optimize our team scrum processes
• Apply your contact center system expertise, ensuring meticulous configurations that support both day-to-day operations and strategic demands for effective scaling
• Translate customer service policies, procedures, and business requirements, for a rapidly growing line of business, into effective, scalable system configurations
• Meticulously implement system configuration changes and resolve issues with minimal interruption to Operations & Member Experience and appropriate communication and transparency to impacted stakeholders
• Foster a sense of energy, ownership, and personal commitment to the work
• Effectively juggle multiple priorities with the ability to create a sense of urgency in a facts-paced, dynamic environment with the ability to identify, prioritize and execute on multiple projects, simultaneously.
• Partner with cross functional partners in Product and Engineering
• Partner with cross functional team members in Information Technology, Internal Audit, Compliance to ensure our systems are of the highest security standards
• Mentor System Administrators focusing on specific system configurations. prioritization, nimbleness, and delivering scalable systems configurations that enhance our systems and resolve issues with minimal interruption to Operations & Member Experience.
• Quickly complete administrative requests such as onboarding and off-boarding users, agents, and addressing system questions from our partners

To thrive in this role, you have

• 10+ years of hands-on experience with contact center systems and tools
• 7+ years of experience working with third party vendors
• 5+ years of experience as a Certified Scrum Master or Certified Product Owner
• Foster a sense of ownership, and personal commitment to the work you do
• Ability to work as well with cross functional teams
• Ability to think critically about complex settings and team needs and build systems and workflows with the ability to scale
• Enjoyment working with high growth teams that:
• Pose lots of energy
• Embrace moving quickly
• Fail fast (and forward) and iterate
• Accept some ambiguity and change
• Advanced experience with:
• Scrum or Agile project management frameworks
• Software Development Lifecycle process
• Using large data sets to inform decision making
• Maintain (or obtain) one or more certifications and knowledge regularly to stay up-to-date with changing technologies and job demands

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