Program Manager: CX, Policy & Ops

Chime; San Francisco (CA); On-site; USD 116,000 - 160,000; Full time

Benefits offered by this job

Health benefits

4 days in office + Fridays from home

Bonus eligibility

Job summary

Chime is seeking a Program Manager to shape high-trust member experiences across products and services. You will identify friction, turn data into insights, and drive scalable improvements with Product, Risk, and other functions.

The role offers a base salary from $116,000 to $160,000 with bonus eligibility, equity, and benefits. Location is SF Bay Area with opportunities for remote work as part of a high-visibility team.

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 and experience using Looker, Tableau, Power BI, or similar tools.

Responsibilities

• Own and maintain process documentation (SOPs, journey maps, knowledge base content).
• Drive operational excellence by streamlining and automating agent functions.
• Identify friction points across the member and agent journey and implement scalable solutions.
• Influence cross-functional roadmaps using data-driven insights.
• Partner with Product, Legal, Risk, Vendor Ops, Quality, and Learning to optimize agent performance.
• Ensure operational readiness and assess support impact for new features and policy changes.
• Lead initiatives that measurably improve CSAT, resolution rates, and contact rate.

Skills

Program management

Cross-functional leadership

Data analysis

BI tools

Stakeholder management

Tools

Looker

Tableau

Power BI

Job description

Chime is seeking a Program Manager to shape high-trust member experiences across products and services. You will identify friction, turn data into insights, and drive scalable improvements with Product, Risk, and other functions.

The role offers a base salary from $116,000 to $160,000 with bonus eligibility, equity, and benefits. Location is SF Bay Area with opportunities for remote work as part of a high-visibility team.