Program Manager, Member Experience

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $116k - $160k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📋 Program Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Chime

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2013

💼 Consulting

🛡️ Insurance

💳 Fintech

Consulting • Insurance • Fintech

Chime is a financial technology company that provides a variety of banking services through partnerships with The Bancorp Bank, N. A. or Stride Bank, N. A. , both members of FDIC. While Chime is not a bank, it offers numerous financial products including online banking, a Visa debit card, high-yield savings accounts, credit builder secured credit cards, and fee-free overdraft with SpotMe. The company also allows users to receive their paycheck up to two days early with direct deposit, send and receive money instantly, and make fee-free cash deposits at participating retailers. Chime emphasizes fee transparency with no monthly fees, no overdraft fees, and robust security features. Chime does not issue personal checkbooks but provides users the ability to send checks digitally. The company is widely recognized for its user-friendly mobile banking app and customer support.

📋 Description

• Shape how Chime delivers a high-quality, high-trust experience for members • Drive product, policy, and process excellence across high-trust member-facing experiences • Uncover friction across the member and agent journey • Turn data into actionable insights and drive scalable operational improvements • Own and maintain process documentation, including SOPs, journey maps, and knowledge base content • Streamline and automate agent functions • Identify friction points and implement scalable solutions • Influence cross-functional roadmaps using data-driven insights • Partner with Product, Legal, Risk, Vendor Ops, Quality, and Learning teams to optimize agent performance • Ensure operational readiness and assess support impact for new features and policy changes • Lead initiatives improving CSAT, resolution rates, and contact rate • Help protect members and empower agents through effective feature and policy launches

🎯 Requirements

• 5+ years leading end-to-end programs in Customer Experience, Operations, or Product • Experience operating in regulated environments with strong compliance awareness • Demonstrated cross-functional partnership across Product, Compliance, Risk, and Ops • Strong analytical skills and experience using Looker, Tableau, Power BI, or similar tools • Proven ability to break down complex problems and influence roadmap direction • Experience building scalable processes that improved member experience metrics • Strong executive communication and stakeholder influence skills • PMP certification is a nice-to-have • MBA is a nice-to-have • Consulting background is a nice-to-have • Regulatory/compliance domain expertise is a nice-to-have

🏖️ Benefits

• Bonus eligibility • Competitive equity package • Fully remote program • Backup child, elder, and pet care • Subsidized commuter benefits for eligible employees • Comprehensive health, financial, and wellbeing benefits • Generous vacation policy • Company-wide paid days off • 1% of time off to support local community organizations • Annual wellness stipend • Up to 22 weeks of paid parental leave for birthing parents • 12 weeks of paid parental leave for non-birthing parents • Family planning reimbursement • Team and company-wide events depending on location