Program Manager, Dispute Experience

About the Role

The dispute experience team is a vital part of Chime's operations, and as a Program Manager, you will be expected to collaborate with various stakeholders, including product managers, data analysts, and operations analysts. Your expertise in process improvement, data analysis, and project management will be essential in delivering measurable outcomes and driving business growth.

Chime is committed to creating a culture of trust, collaboration, and commitment to excellence. As a Program Manager, Dispute Experience, you will be expected to embody these values and contribute to a positive and productive work environment.

What You Will Do

• Own and improve process documentation, including member journey maps, knowledge base library, and standard operating procedures.
• Review and respond to internal and external audit requests, including sponsor bank and control testing reviews.
• Support dispute-related inquiries, analyzing themes, providing responses for internal and bank-partner reviews, and summarizing key trends and recommendations to improve member and agent experiences.
• Monitor and report on key metrics related to dispute operations, compliance, and member experience to assess performance and drive improvements.
• Develop and share compelling data-based insights about the member experience and project impact with Product, Risk, and other organizations.
• Partner with Vendor Operations, Quality, Learning, Content, and others to identify agent improvement opportunities and execute on those opportunities.
• Support launch readiness efforts for new products/features, working closely with Finance, Workforce Management, Vendor Operations, and others to ensure operational readiness.
• Contribute to a culture of trust, collaboration, and commitment to excellence.
• Perform other ad hoc tasks and responsibilities as assigned.

What We Are Looking For

• 6+ years of experience in product operations, product management, program management, consulting, or similar analytical roles at a financial services organization.
• 3+ years of experience in card issuer dispute operations with comprehensive knowledge of Regulation E, Regulation Z, and UDAAP.
• Ability to leverage data to inform and support critical decisions, with 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, and engineers, in building operations processes and systems.
• Strong program management and documentation skills, with the ability to deliver measurable outcomes.
• Excellent communication and collaboration skills, with the ability to work effectively with stakeholders at all levels.
• Bachelor's degree in a related field, such as business, finance, or economics.

Nice to Have

• Experience with project management tools, such as Asana, Trello, or Jira.
• Knowledge of cloud-based technologies, such as AWS or Google Cloud.
• Certification in a related field, such as project management or data analysis.
• Experience working in a remote or distributed team environment.

Benefits and Perks

• Competitive salary and bonus structure.
• Comprehensive benefits package, including health, dental, and vision insurance.
• 401(k) matching program.
• Generous paid time off and holiday schedule.
• Remote work stipend and equipment reimbursement.
• Opportunity to work with a talented and dedicated team.
• Professional development and growth opportunities.
• Access to cutting-edge technologies and tools.

• Tip: Highlight your experience with Excel and data analysis in your application, as these skills are essential for the role.
• To stand out, emphasize your ability to drive process improvements and leverage data to inform critical decisions.
• When preparing for the interview, review the company's website and social media to demonstrate your knowledge of Chime's products and services.
• Be prepared to provide specific examples of your experience working with cross-functional teams and driving operational excellence.
• Consider showcasing your portfolio or previous work experience to demonstrate your skills and expertise in dispute resolution and compliance.
• When negotiating salary, research the market rate for similar roles and be prepared to discuss your expectations.
• Red flag: If the company is unclear about the role's responsibilities or expectations, it may be a sign of poor communication or lack of transparency.