Program Manager, Voice of the Member

<h2><strong>About the Role</strong></h2> <p>At Chime, we believe the best decisions start with a deep understanding of our members. As part of the Voice of the Member team, you'll help uncover what members are experiencing, why it matters, and how Chime can respond.</p> <p>You'll help deepen and scale that understanding across the company by turning member sentiment, feedback, and other experience signals into actionable insights. Working across sources like support conversations, social channels, app reviews, surveys, and operational data, you'll identify meaningful patterns, investigate emerging issues, and help teams make more informed decisions on behalf of our members. You'll also experiment with AI, automations, and new ways of delivering insights so teams can access and act on the member perspective more quickly and effectively.</p> <p>This role is ideal for someone who loves solving ambiguous problems, connecting dots across multiple sources of information, and turning complex information into clear, compelling stories. You'll partner closely with product teams, business leaders, and executives to help ensure the member perspective is embedded in the decisions that matter most.</p> <p>The base salary offered for this role and level of experience will begin at $105,000.00 and up to $145,000.00. 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.</p> <h2><strong>In this role, you can expect to</strong></h2> <ul> <li>Investigate the biggest sources of member frustration and delight across Chime, combining signals from feedback, support conversations, social channels, app reviews, and operational data to understand what's happening and why.</li> <li>Build and evolve tools, automations, and AI-enabled workflows that help teams across Chime access, understand, and act on member insights more effectively.</li> <li>Identify opportunities where manual analysis, reporting, or decision-making can be improved through automation, experimentation, and new approaches to surfacing member sentiment at scale.</li> <li>Turn complex findings into clear, compelling narratives that help product teams, business leaders, and executives make better decisions on behalf of our members.</li> <li>Lead deep-dive analyses on important member experience topics, identifying root causes, quantifying impact, and uncovering opportunities to improve the member experience.</li> <li>Shape and deliver company-wide sentiment readouts that help Chime stay connected to what members are experiencing and where we should focus our attention.</li> <li>Ask questions others aren't asking, proactively investigate emerging issues, and surface insights that help Chime better understand and serve its members.</li> </ul> <h2><strong>To thrive in this role, you have</strong></h2> <ul> <li>4+ years of experience in consulting, product management, product operations, strategy &amp; operations, user research, customer insights, analytics, or similar roles that required structured problem solving and cross-functional influence.</li> <li>A track record of turning complex information into clear, compelling narratives that help others understand what matters and what to do next.</li> <li>Strong analytical instincts and comfort working with both quantitative and qualitative data. You know how to ask thoughtful questions, separate signal from noise, and build confidence in your conclusions.</li> <li>A high degree of curiosity, ownership, and self-motivation. You're energized by ambiguous problems, proactively explore new ideas, and don't wait for someone else to tell you what to investigate next.</li> <li>Experience using AI tools to learn quickly, investigate problems, automate workflows, or improve how work gets done. You don't need to be an engineer, but you're excited to experiment and continuously expand your toolkit.</li> <li>Excellent written and verbal communication skills, with the ability to tailor your message for audiences ranging from individual contributors to senior leaders and executives.</li> <li>A genuine curiosity about what drives member experiences, paired with a desire to influence decisions that create meaningful impact at scale.</li> </ul> <p>#LI-EI1 #LI-Remote</p><div class="content-conclusion"><h2><span style="font-family: helvetica, arial, sans-serif;"><strong>A little about us</strong></span></h2> <p><span style="font-family: helvetica, arial,