Program Manager

Chime·Remote(Remote, USA)
Project Management
Excel

WFA Digital Insight

As the demand for exceptional customer experience continues to grow, with a 25% increase in CX-related job postings in the last year, companies like Chime are looking for skilled Program Managers to lead the charge. With the rise of digital payments, the ability to manage complex support journeys and drive data-informed decisions is in high demand. Chime stands out for its innovative approach to financial services and its commitment to member satisfaction. Before applying, candidates should be aware of the need for strategic problem-solving, cross-functional collaboration, and a bias for action in this role.

Job Description

About the Role

The Program Manager role at Chime is a critical position that owns the support experience for various lines of business within the core member experiences. This role is responsible for delivering a high-quality, efficient, and member-first support journey that lifts satisfaction, drives automation, and empowers agents to deliver the best possible experience. As a key member of the Member Experience team, the Program Manager will work closely with CX Operations, Vendor Management, and Product/Engineering teams to bring improvements to life.

The support experience is a vital component of Chime's overall member experience, and the Program Manager will play a key role in shaping this experience. With the rise of digital payments, the ability to manage complex support journeys and drive data-informed decisions is crucial. The Program Manager will be responsible for translating member insights, operational data, and frontline feedback into an actionable Support NPS roadmap.

What You Will Do

  • Own the end-to-end support journey for several products, including entry points, routing, automation, knowledge management, and resolution quality
  • Build and execute the Support NPS roadmap, utilizing contact taxonomy, NPS/VOC insights, QA results, and sentiment data to drive measurable impact on sNPS, FCR, and containment
  • Lead with data, using analytics to prioritize high-impact initiatives, track outcomes, and inform decision-making
  • Run experiments and drive continuous improvement, partnering with Analytics and Ops to test support flows and evaluate outcomes
  • Collaborate cross-functionally with Product and Engineering to define requirements for support tooling and automation
  • Partner with Ops to land process changes and with Risk/Compliance to ensure accuracy and consistency
  • Empower agents and vendors by creating feedback loops that surface insights from the frontlines, improving content and training, and enhancing agent performance and satisfaction
  • Champion operational excellence, maintaining compliant SOPs, refining workflows, and ensuring process and knowledge updates keep pace with product evolution

What We Are Looking For

  • 6+ years of experience driving improvements in complex, cross-functional environments, ideally in customer experience, program management, operations, or product enablement roles
  • Experience in managing end-to-end support or customer journeys in a high-growth environment
  • Skills in using data and insights to shape priorities and measure impact
  • Ability to lead process optimization, knowledge management, or quality initiatives within CX organizations
  • Experience working with outsourced or vendor operations teams to drive consistent experience and performance
  • Strong problem-solving and analytical skills, with the ability to think strategically and drive results
  • Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams
  • Proficiency in Excel and data analysis tools

Nice to Have

  • Experience in managing support or customer journeys in a digital payments or financial services environment
  • Knowledge of support tooling and automation, including requirements definition and implementation
  • Familiarity with NPS and VOC insights, including analysis and application
  • Experience working with Product and Engineering teams to define requirements and drive implementation

Benefits and Perks

  • Competitive salary and equity package
  • Comprehensive benefits, including health, dental, and vision insurance
  • Flexible PTO policy and remote work arrangement
  • Professional development opportunities, including training and education reimbursement
  • Access to cutting-edge technology and tools, including data analysis and support software
  • Collaborative and dynamic work environment, with a team of experienced professionals
  • Opportunities for career growth and advancement, including internal mobility and promotion

How to Stand Out

  • Develop a strong understanding of data analysis and interpretation, including proficiency in Excel and data visualization tools
  • Highlight your experience in managing complex support journeys and driving data-informed decisions in your application and interview
  • Showcase your ability to work effectively in cross-functional teams and collaborate with product and engineering teams to drive implementation
  • Prepare examples of your experience in leading process optimization, knowledge management, or quality initiatives within CX organizations
  • Research Chime's company culture and values, and be prepared to discuss how your skills and experience align with their mission and goals
  • Be prepared to discuss your experience working with outsourced or vendor operations teams, and how you drive consistent experience and performance
  • Develop a portfolio or case studies that demonstrate your ability to drive results and implement process improvements in a complex environment

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