Program Manager, Member Experience

<h2><span style="font-family: helvetica, arial, sans-serif;">About the Role</span></h2> <p><span style="font-family: helvetica, arial, sans-serif;">We're hiring a Program Manager to help shape how Chime delivers a high-quality, high-trust experience for our members. This role will focus on product, policy, and process excellence across high-trust member-facing experiences across Chime's products and services. As our Program Manager, you'll uncover friction across the member and agent journey, turn data into actionable insights, and drive scalable operational improvements. You'll partner closely with Product, Risk, and other key business functions to ensure new features and policies are launched in a way that protects our members and empowers our agents. This is a high-visibility role with direct impact on CSAT, resolution rates, contact reduction, operational efficiency, and member trust.</span></p> <p><span style="font-family: helvetica, arial, sans-serif;">The base salary offered for this role and level of experience will begin at $116,000.00 and up to $160,000.00. 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.</span></p> <h2><span style="font-family: helvetica, arial, sans-serif;">In this role, you can expect to</span></h2> <ul> <li><span style="font-family: helvetica, arial, sans-serif;">Own and maintain process documentation (SOPs, journey maps, knowledge base content)</span></li> <li><span style="font-family: helvetica, arial, sans-serif;">Drive operational excellence by streamlining and automating agent functions</span></li> <li><span style="font-family: helvetica, arial, sans-serif;">Identify friction points across the member and agent journey and implement scalable solutions</span></li> <li><span style="font-family: helvetica, arial, sans-serif;">Influence cross-functional roadmaps using data-driven insights</span></li> <li><span style="font-family: helvetica, arial, sans-serif;">Partner with various cross-functional teams such as Product, Legal, Risk, Vendor Ops, Quality, and Learning to optimize agent performance</span></li> <li><span style="font-family: helvetica, arial, sans-serif;">Ensure operational readiness and assess support impact for new features and policy changes</span></li> <li><span style="font-family: helvetica, arial, sans-serif;">Lead initiatives that measurably improve CSAT, resolution rates, and contact rate</span></li> </ul> <h2><span style="font-family: helvetica, arial, sans-serif;">To thrive in this role, you have</span></h2> <ul> <li><span style="font-family: helvetica, arial, sans-serif;">5+ years leading end-to-end programs in Customer Experience, Operations, or Product</span></li> <li><span style="font-family: helvetica, arial, sans-serif;">Experience operating in regulated environments with strong compliance awareness</span></li> <li><span style="font-family: helvetica, arial, sans-serif;">Demonstrated cross-functional partnership across Product, Compliance, Risk, and Ops</span></li> <li><span style="font-family: helvetica, arial, sans-serif;">Strong analytical skills and experience using Looker, Tableau, Power BI, or similar tools</span></li> <li><span style="font-family: helvetica, arial, sans-serif;">Proven ability to break down complex problems and influence roadmap direction</span></li> <li><span style="font-family: helvetica, arial, sans-serif;">Experience building scalable processes that improved member experience metrics</span></li> <li><span style="font-family: helvetica, arial, sans-serif;">Strong executive communication and stakeholder influence skills</span></li> </ul> <h2><span style="font-family: helvetica, arial, sans-serif;">Nice-to-have</span></h2> <ul> <li><span style="font-family: helvetica, arial, sans-serif;">PMP certification</span></li> <li><span style="font-family: helvetica, arial, sans-serif;">MBA</span></li> <li><span style="font-family: helvetica, arial, sans-serif;">Consulting background</span></li> <li><span style="font-family: helvetica, arial, sans-serif;&