Program Manager, Member Experience

About the role

As a Program Manager in Member Experience, you will play a key role in creating a high-quality support experience for members. You will develop deep expertise on the processes and be responsible for driving continuous process improvement initiatives, with a particular focus on member satisfaction and agent accuracy metrics. Through data-driven insights, you will develop recommendations for process improvements, new process standards and agent tooling improvements that enable a more frictionless, consistent experience and increase member satisfaction. You will operationalize these recommendations through strong project management in partnership with Operations, Risk, Product and others.

The base salary offered for this role and level of experience will begin at $103,680 and up to $144,000. 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 (e.g., member journey maps, knowledge base library, standard operating procedures); act as a subject matter expert of the member experience, including variants based on channel and triggered automated communications
• Be responsible for CSAT-related metrics; continuously analyze data and identify areas of friction in the member experience, 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 and others to identify agent improvement opportunities; team up to execute on 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

• 5+ years experience in business operations, product operations, product management, program management, business consulting, finance, or similar analytical roles
• 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

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, opened a business, or went to college. Every day, we’re inspired by our members’ dreams and successes, big and small. 

We’re uniting everyday people to unlock their financial progress—will you join us? 

*Chime partners with The Bancorp Bank and Stride Bank, N.A., Members FDIC, that power the bank accounts used by Chime Members.