Program Manager, Fraud Experience

About the role 

As a Program Manager on our Identity & Fraud Experience team, you will be responsible for helping to build the future of member support experiences at Chime. While many teams are focused on the here and now - you’re constantly focused on what’s next. You will be responsible for partnering with teams across product, support and more, to advocate for Chime members and build our strategy to best support them.

To be successful in this role, we’re looking for a self-starter who can look to the future and who has the project management expertise to make their vision a reality. This role is best fit for someone who thrives in a flat, fast-moving organization and can confidently make impactful decisions in an ever changing environment.

The base salary offered for this role and level of experience will begin at $103,680.00 and up to $144,000.00. 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 and maintain support process documentation for Fraud(e.g., member journey maps, knowledge base library, standard operating procedures); act as a subject matter expert of the member experience and Fraud best practices
• Be responsible for metrics related to Member Experience, re-enablement rate, agent efficiency and accuracy; continuously analyze data and identify areas of friction in the member experience while balancing the safety and security of our Members, scope problem statements, build project plans, and own execution to drive improvement to key member experience metrics
• Develop and share compelling data-based insights about the member experience with Product, Risk and other organizations; gain other organizations’ support for your projects; influence other organization’s roadmaps to deliver member and agent experience improvements
• Partner with Vendor Operations, Quality, Learning, Content, Risk, and others to identify agent improvement opportunities; team up to complete those opportunities
• Support launch readiness efforts for new products / features; work closely with Finance, Workforce Management, Vendor Operations and others to ensure operational readiness; provide impact analysis on the member and agent experiences and advocate for improvements
• Contribute to a culture of trust, collaboration and commitment to excellence

To thrive in this role, you have:

• 4+ years of cross-functional project management and leadership experience or consulting, ideally in a consumer technology
• Strong project management experience; you have a demonstrated track record of multi-tasking and coordinating efforts across multiple team members
• Ability to use data to inform and support critical decisions with 3+ years of experience of data analysis skills (SQL and Customer Support data experience is a plus)
• Excellent communication and presentation skills; a track record of successful engagement of both internal and external partners
• Ability to synthesize disparate information quickly to develop a succinct, accurate summary of the opportunity/need.
• Demonstrated the ability to influence and foster deep positive relationships with external partners.
• Comfortable in a fast-paced environment where vision remains the same but information may not be 100% available and priorities can change frequently
• Ability and willingness to travel domestically and internationally, approx. 25% of the time (post COVID)
• BPO operations or consulting background preferred but not required

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 that basic banking services should be helpful, transparent, and fair. Chime helps unlock the access and ability our members need to overcome the systemic barriers that block them from moving forward. By providing members with access to liquidity, rewards, and credit building, our easy-to-use tools and intuitive platforms give members the ability to have more control over their money and to take action toward achieving their financial ambitions.

So far, we’re well-loved by our members and proud to have helped millions of people unlock financial progress, whether they started a savings account, bought their first car or home, op