Senior Program Manager, Member Experience

About the role

• As a Senior Program Manager in Core Experience, you'll play a vital role in shaping how Chime delivers a high-quality, high-trust support journey for our members. You’ll use data-driven insights and strong cross-functional collaboration to uncover friction points, build operational improvements, and champion scalable solutions that enhance both agent accuracy and member satisfaction. This role has high visibility and the opportunity to directly impact member growth and satisfaction.
• The base salary offered for this role and level of experience will begin at $130,050 and up to $180,600. 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 process documentation (e.g., SOPs, journey maps, KBs) across CX
• Lead CSAT and contact rate reduction improvement efforts through data-driven process changes
• Identify and address friction points in member and agent experience
• Influence cross-functional roadmaps to drive member experience innovation
• Collaborate cross-functionally with Product, Legal, Risk, Ops, and Marketing teams
• Partner with Vendor Ops, Quality, and Learning to optimize agent performance
• Ensure launch readiness and assess support impact of new features and policies

To thrive in this role, you have

• Led end-to-end programs in CX, Ops, or Product with 5+ years of relevant experience
• Thrived in highly cross-functional teams working across orgs such as Product, Compliance, Risk, and Ops to execute change
• Created and delivered clear data narratives to influence senior stakeholders
• Developed scalable processes that improved both CSAT and contact rate
• Have used data to break down complex problems and influence roadmap direction
• Used SQL and tools like Looker, Tableau, or Power BI to derive insights

 

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 basic banking services should be helpful, transparent, 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 aren't just words on a wall—our values are embedded in every aspect of our business, serving as a north star that guides us as we work to help millions achieve their financial potential.

Because if we don't—who will?

*Chime is a financial technology company, not a bank. Banking services provided by The Bancorp Bank, N.A. or Stride Bank, N.A., Members FDIC.

 

What we offer

• 🏢 A thoughtful hybrid work policy that combines in-office days and trips to team and company-wide events depending on location to ensure you stay connected to your work and teammates, whether you’re local to one of our offices or remote
• 💻 Hybrid work perks like backup child, elder and/or pet care, as well as a subsidized commuter benefit
• 💰 Competitive salary based on experience
• ✨ 401k match plus great medical, dental, vision, life, and disability benefits
• 🏝 Generous vacation policy and company-wide Chime Days, bonus company-wide paid days off 
• 🫂 1% of your time off to support local community