Senior Program Manager

## About the Role As a Senior Program Manager on Chime's Member Experience team, you will play a crucial role in driving the strategy for the support experience of new products. Your focus will be on delivering high-quality, efficient, and member-first experiences that reduce the need for support and drive automation. You will be responsible for overseeing the experiences related to payments, cards, transfers, and transactions, effectively managing the end-to-end support journey. The Member Experience team is dedicated to ensuring that Chime's members have a seamless and supportive experience when interacting with the company's products. As a Senior Program Manager, you will be working closely with cross-functional teams, including Product, Engineering, and Analytics, to identify areas for improvement and develop solutions that elevate the member experience. Chime is committed to providing its members with the best possible experience, and the Senior Program Manager role is critical to achieving this goal. With a strong focus on member satisfaction and a passion for driving improvement, you will be instrumental in shaping the company's support experience strategy and ensuring that it aligns with the overall business objectives. ## What You Will Do - Manage entry points, routing, automation, knowledge management, and resolution quality for several of Chime's new products and core cards, transactions, and transfer products - Partner directly with Product, Engineering, Analytics, and other teams to deliver new features and products, focusing on optimizing for member experience - Use analytics to prioritize high-impact initiatives, track outcomes, and inform decision-making - Partner with Analytics, Ops, Product, and other teams to test support flows, evaluate outcomes, and scale what works - Be accountable for the frequency of member contact for specific products and features, helping shape roadmaps that solve member issues before they need to contact Chime - Drive standard operating procedures and workflows that are compliant and up-to-date at the same velocity that Chime's products change - Translate contact taxonomy, NPS/voice of customer insights, quality assurance data, and sentiment data into a clear plan that drives measurable impact on contact rate and other member service metrics - Develop and maintain a deep understanding of Chime's products, services, and member needs, using this knowledge to inform support experience strategies - Collaborate with stakeholders to identify and prioritize support experience initiatives, ensuring alignment with business objectives and member needs - Develop and manage project plans, timelines, and resource allocation to ensure successful execution of support experience initiatives - Analyze data and metrics to measure the effectiveness of support experience initiatives, identifying areas for improvement and opportunities for growth ## 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 one or more of the following areas: managing end-to-end support or customer journeys, partnering with Product or Engineering to design and deliver support tooling or automation, using data and insights to shape priorities and measure impact - Member-obsessed mindset, with a strong focus on delivering high-quality, efficient, and member-first experiences - Strong ownership mentality, with the ability to independently drive programs from insight to execution, balancing urgency with rigor and transparency - Cross-functional influence, with the ability to navigate complex partnerships across multiple teams - Excellent analytical, problem-solving, and communication skills, with the ability to translate complex data into actionable insights - Experience working with outsourced or vendor operations teams to drive consistent experience and performance - Strong project management skills, with the ability to develop and manage project plans, timelines, and resource allocation ## Nice to Have - Experience in the fintech or payments industry, with a deep understanding of the regulatory and compliance requirements - Certification in program management, customer experience, or a related field - Experience with agile methodologies and project management tools - Knowledge of data analytics and insights, with the ability to use data to inform decision-making ## Benefits and Perks - Competitive salary and bonus structure - Comprehensive benefits package, including health, dental, and vision insurance - Generous PTO policy, with flexible working hours and remote work options - Opportunities for professional growth and development, including training and certification programs - Access to the latest tools and technologies, with a focus on innovation and experimentation - Collaborative and dynamic work environment, with a team of experienced professionals - Equity package and stock options, with the opportunity to share in the company's success

- To stand out as a candidate, be prepared to provide specific examples of your experience driving improvements in complex, cross-functional environments.

• Make sure to highlight your analytical, problem-solving, and communication skills, as these are essential for success in this role.
• Be prepared to discuss your experience working with data and insights to inform decision-making, and how you've used data to drive measurable impact in previous roles.
• Show a deep understanding of the fintech or payments industry, and be prepared to discuss the regulatory and compliance requirements that are relevant to this role.
• Be ready to discuss your experience working with cross-functional teams, and how you've navigated complex partnerships to drive successful outcomes.
• When discussing your experience, focus on the specific skills and qualifications listed in the job description, and be prepared to provide examples of how you've applied these skills in previous roles.