Program Manager, Dispute Experience

About the role 

As a Program Manager in Member Experience, you will play a key role in creating a high-quality dispute experience for members while driving operational efficiency for dispute support and resolution agents. You will develop expertise in dispute processes and lead strategic initiatives focused on member satisfaction, fraud mitigation, and agent accuracy. Using data-driven insights, you will identify opportunities to reduce friction, increase automation, mitigate fraud, and lower the cost of supporting claims. You will operationalize improvements through strong project management and close partnership with Operations, Risk, Product, Engineering, and other cross-functional teams.

The base salary offered for this role and level of experience will begin at $103,680 and up to $144,0000. 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 (responsibilities) 

• Own and improve process documentation including member journey maps, SOPs, and knowledge base content, serving as a subject matter expert for dispute resolution
• Develop and communicate compelling, data-backed insights on member experience and project impact; influence cross-functional roadmaps
• Own and improve metrics tied to operational performance, compliance, risk, and fraud
  Analyze data to identify friction points, define problem statements, build project plans, and execute initiatives that improve key outcomes
• Partner with Vendor Operations, Quality, Learning, Content, and others to improve agent performance and accuracy
• Support operational readiness for new products and features, partnering with Finance, Workforce Management, and Operations
• Contribute to a culture of trust, collaboration, and operational excellence

To thrive in this role, you have (requirements)          

• 6+ years experience in product operations, product management, program management, consulting, or similar analytical roles at a financial services organization
• 3+ years of experience in card issuer dispute operations with comprehensive knowledge of Regulation E, Regulation Z, and UDAAP, including the ability to interpret and apply these requirements to operational processes
• Ability to leverage data to inform and support critical decisions; candidates will have foundational SQL and data visualization experience using tools like Looker, Tableau, or Microsoft Power BI
• Experience working with cross-functional teams such as product managers, data analysts, operations analysts in building operations processes and systems
• Preference for candidates with deep experience in process management and continuous improvement 
• Excellent communication and presentation skills; ability to foster collaboration and facilitate teamwork
• Ability to effectively identify, prioritize, and handle multiple work streams simultaneously in a dynamic and rapidly-changing environment
• Highly motivated self-starter with a desire to grow and learn

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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 core banking services should be helpful, easy, 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 ar