Lead Product Operations Manager, Generative AI

About the Role

At Chime, Product Operations Managers act as the operational back-bone that enables excellence in our product management teams. We exist to support the product organization with a greater depth of understanding of our current products, how they work, and each stakeholder's responsibilities and processes within each product. 

As a Lead Product Operations Manager, you will lead the development and scaling of Generative AI partnerships, capabilities, and tooling for internal and customer-facing solutions. You will work closely with cross-functional teams, including product management, engineering, and customer success, to ensure that our AI-powered products deliver exceptional value and improve both internal processes and customer experiences.

We are seeking a highly motivated individual with expertise in Generative AI tools and strategies, experience in customer-facing AI solutions, and a deep understanding of how these tools can be utilized internally within tech companies to drive efficiency and innovation.

The base salary offered for this role and level of experience will begin at $157,590 and up to $218,900. 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

• Be a driver of both internal and customer-facing Generative AI initiatives, managing product operations, implementations and development cycles.
• Serve as the liaison for internal and external partners, managing project planning and technology integrations with a focus on building strong relationships, coordinating cross-functional team efforts, and aligning partner priorities with our strategic goals.
• Serve as the subject matter expert in Generative AI across the company, guiding teams on best practices and identifying key areas for AI integration.
• Foster a deep understanding of customer needs to ensure AI capabilities deliver measurable business impact and customer satisfaction.
• Champion the internal use of AI technologies to improve workflows, efficiency, and decision-making processes.
• Drive successful execution of AI tools, from proof of concept to full-scale implementation, both for internal and customer usage.
• Provide leadership and mentorship to junior team members and cross-functional partners in understanding and implementing Generative AI.
• Support the operational execution of cross-functional initiatives, such as product launches, service modifications and feature changes. 
• Serve as a domain expert in specific product and feature areas.
• Own the quality of service and product delivery and respond to incidents related to these services.
• Ensure operational milestones are met and maintain close communication with stakeholders to facilitate timely deliveries.
• Establish and maintain a robust feedback loop for our products and features, analyzing member experience data and performance indicators to inform product strategies. 
• Collaborate with cross-functional teams to prioritize impactful opportunities and support product managers in strategy formulation.
• Employ a data-driven approach to decision making, supporting the team with quantitative and qualitative insights. 
• Act as a thought partner in experiment design and testing.

Duties & Responsibilities

• Collaborate with Product, Engineering, Data Science, and UX teams to build scalable, user-centric AI products that solve complex business problems.
• Support the development and execution of the roadmap for both internal and customer-facing Generative AI tools, aligning with the overall product and company strategy.
• Partner with internal teams to understand customer pain points and design AI solutions that improve customer outcomes.
• Monitor and measure the performance of AI-driven features, providing detailed reporting and recommendations for improvements.
• Act as the liaison between technical teams and non-technical stakeholders, ensuring that AI tools are implemented in a way that is understandable and actionable for all parties.
• Develop and maintain clear documentation for internal AI tools and customer-facing products, ensuring ease of use and scalability.
• Stay up to date with industry trends and emerging AI technologies to continuously innovate and push the boundaries of what is possible.
• Coordinate with Legal, Compliance, and Data Privacy teams to ensure AI deployments comply with all regulations and ethical standards.
• Provide training, education, and support to internal teams on leveraging AI tools to enhance day-to-day operations.