Program Manager – Member Experience & Trust

Chime Enterprise; Northern (KY); Hybrid; USD 116,000 - 160,000; Full time

Benefits offered by this job

Office policy – four days in office, a

Fridays from home for near office

Comprehensive benefits

Generous vacation policy

Parental leave

Job summary

Chime is hiring a Program Manager to shape a high-quality, high-trust member experience across products and services. You will uncover friction, turn data into insights, and drive scalable improvements, partnering with Product, Risk, and other functions to launch features and policies that protect members and empower agents.

This role focuses on customer experience, policy, and process excellence with a visible impact on CSAT, resolution rates, and operational efficiency.

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 using Looker, Tableau, Power BI, or similar tools.
• Proven ability to break down complex problems and influence roadmap direction.
• Experience building scalable processes that improve member experience metrics.
• Strong executive communication and stakeholder influence skills.

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

Executive communication

Cross-functional leadership

Stakeholder influence

Compliance awareness

Data-driven decisions

Education

PMP certification

MBA

Tools

Looker

Tableau

Power BI

Job description

Chime is hiring a Program Manager to shape a high-quality, high-trust member experience across products and services. You will uncover friction, turn data into insights, and drive scalable improvements, partnering with Product, Risk, and other functions to launch features and policies that protect members and empower agents.

This role focuses on customer experience, policy, and process excellence with a visible impact on CSAT, resolution rates, and operational efficiency.