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Salary: USD 116,000 - 160,000 / annual
Chime is hiring a Program Manager to drive operational excellence and member experience across its fintech platform. In this role, you'll own end-to-end program management focused on product, policy, and process excellence for member-facing experiences. You'll uncover friction points in member and agent journeys, translate data into actionable insights, and implement scalable operational improvements that measurably impact CSAT, resolution rates, contact reduction, and member trust.
Key responsibilities include:
- Owning and maintaining process documentation (SOPs, journey maps, knowledge base content)
- Driving operational excellence by streamlining and automating agent functions
- Identifying friction across member and agent journeys and implementing solutions
- Influencing cross-functional roadmaps using data-driven insights
- Partnering with Product, Legal, Risk, Vendor Ops, Quality, and Learning teams to optimize agent performance
- Ensuring operational readiness for new features and policy changes
- Leading initiatives that improve CSAT, resolution rates, and contact metrics
You bring 5+ years of experience leading end-to-end programs in Customer Experience, Operations, or Product. You have demonstrated success operating in regulated environments with strong compliance awareness, proven cross-functional partnership skills, and strong analytical capabilities (Looker, Tableau, Power BI). You excel at breaking down complex problems, influencing stakeholders, and building scalable processes that improve member experience metrics. Executive communication and stakeholder influence are core strengths.
Nice-to-haves include PMP certification, MBA, consulting background, or regulatory/compliance domain expertise. This is a high-visibility role with direct impact on key business metrics and member trust.
