Sr. Program Manager

About the role 

Chime is building a world-class member experience organization, and we believe member support should be built around 3 guiding principles:

1. Frictionless product: Use member insights to mitigate member issues with a simple, transparent product
2. Self-service: Provide self-service and automated capabilities to help members solve their own problems; create community for members to support each other
3. Excellent support: When members do have to contact us, provide them with excellent service. This role will focus heavily on scaling IVR (Interactive Voice Response) experience within our Channel Strategy,

Within our Operations & Member Experience organization, is responsible for improving the quality of our member experiences and support operations, for both self-service and live support.

As a Senior Program Manager, you will be responsible for driving continuous process improvement initiatives across Chime’s suite of products as well as leading the project management of new product and feature roll-outs. You will partner closely with cross-functional stakeholders to develop data-driven hypotheses and solutions that enable frictionless experiences and rapid, high quality support experiences within our IVR (Interactive Voice Response).

We are looking for a self-starter, change agent, and exceptional problem solver with a demonstrated track record of steering cross-functional initiatives and delivering stellar operating outcomes. This role requires an experienced product operations manager who thrives in a flat, fast-moving organization using lightweight processes, creative ideas, and quick iteration to make a significant impact.

The base salary offered for this role and level of experience will begin at $116,100.00 and up to $161,300.00. 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

• Deeply understand member experiences across Chime’s suite of products and make data-driven decisions and continuous process improvements
• Advocate for our members and provide meaningful insights to internal teams (e.g., Product) working to improve the member experience.
• Develop and implement innovative solutions to increase the quality of Chime products and member support interactions.
• Partner closely with cross functional stakeholders to build and deliver world-class support experiences.

To thrive in this role, you have

• 5+ years of cross-functional project management and leadership experience, ideally in consumer technology. Must have technical knowledge to manage the Interactive Voice Response (IVR) channel including call center technologies.
• 3+ years experience leading, designing and implementing conversational IVR, and natural language processing solutions
• Product operations experience; you have worked closely with product managers through the lifecycle of product development to advocate for the customer while driving business outcomes in alignment with product & feature roll-outs
• Project management experience; you have a demonstrated track record of multi-tasking and coordinating efforts across multiple stakeholders.
• Ability to leverage data to inform and support critical decisions with 3+ years of experience of SQL and querying skills (experience working in and with Customer Support data is a plus)
• Excellent communication and presentation skills; a track record of successful engagement of both internal and external stakeholders
• 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.
• BPO operations or consulting background preferred but not required

A little about us

We created Chime because we believe everyone deserves financial peace of mind. By eliminating unnecessary fees and helping people grow their savings automatically, we’ve empowered millions of Americans to take control of their finances. 

Chime is the largest and fastest-growing U.S. player in the challenger-banking space. Through our banking partners, we offer access to bank accounts with fee-free overdraft, provide members the chance to receive early access to their paychecks, help them improve their credit, and more!

We’ve built one of th