Senior Content Strategist

<h2><span style="font-family: helvetica, arial, sans-serif;"><strong>About the Role</strong></span></h2> <p><span style="font-family: helvetica, arial, sans-serif;">Chime is building a world-class member service organization, and we believe member support should be built around 3 guiding principles:</span></p> <ol> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Frictionless product: Use member insights to mitigate member issues with a simple,&nbsp; transparent product</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Self-service: Provide self-service and automated capabilities to help members solve their own problems; create community for members to support each other</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Excellent support: When members do have to contact us, provide them with excellent service.</span></li> </ol> <p><span style="font-family: helvetica, arial, sans-serif;">You are a proactive, detail-oriented Content professional with a passion for driving excellence in content strategy, measuring the efficacy of what’s published, and building frameworks for governance. As the Sr. PM, you’ll build and oversee standards, dashboards, and processes that ensure a proactive lifecycle for high-quality content.</span></p> <p><span style="font-family: helvetica, arial, sans-serif;">This role requires someone who thrives in a fast-moving environment and can move fluidly between strategy and execution. You’ll define editorial standards, own a feedback program, establish reporting mechanisms, deep dive into data to uncover actionable insights and collaborate closely with the Content team and our Compliance, Quality, Vendor Ops, and Product counterparts.</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 <span class="collapsed-field-text">$116,000.00</span> and up to <span class="collapsed-field-text">$160,000.00.</span>&nbsp;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;"><strong>In this role, you can expect to</strong></span></h2> <p><span style="font-family: helvetica, arial, sans-serif;">Editorial Governance Frameworks &amp; Quality Standards</span></p> <ul> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Inspect Content efficacy using existing metrics across LOBs and establish frameworks to hold ourselves accountable, leaning into AI solutions where valuable</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Own the content strategy for a defined set of LOBs and partner with a team of writers to ensure execution against set standards.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Own our agent feedback program and ensure our process enables the team to meet SLAs and deliver impact through improved content.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Inspect our editorial processes and identify ways to enable higher quality content at speed and at scale.</span></li> </ul> <p><span style="font-family: helvetica, arial, sans-serif;">Monitoring, Reporting &amp; Accountability</span></p> <ul> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Partner with our Insights and Data teams to review and build additional dashboards and tooling to establish more automated governance mechanisms.&nbsp;</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Ensure accurate reporting, insights, and actions that dri