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Salary: USD 138,000 - 190,000 / annual
Chime is hiring a Senior Program Manager to drive operational excellence and member experience across its fintech platform. In this role, you will 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 directly 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 points 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 and assessing support impact for new features and policy changes
- Leading initiatives that measurably improve key member experience metrics
You'll work in a highly visible role with direct impact on business outcomes, partnering closely with Product, Risk, and other key functions to ensure launches protect members and empower agents.
Required qualifications:
- 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 with proficiency in 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
Nice-to-have: PMP certification, MBA, consulting background, or regulatory/compliance domain expertise.
