Program Manager: Member Trust & Operational Excellence

Chime; United States; On-site; USD 116,000 - 160,000; Full time

Job summary

Chime is seeking a Program Manager to shape high-quality, high-trust member experiences across its products and services. You will uncover friction in both member and agent journeys, turn data into actionable insights, and drive scalable operational improvements.

You will partner with Product, Risk, and other key teams to ensure new features and policies are launched in a way that protects members and empowers agents.

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.
• 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.

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 various cross-functional teams such as 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 collaboration

Analytical skills

Executive communication

Data-driven insights

Education

MBA

PMP certification

Tools

Looker

Tableau

Power BI

Job description

Chime is seeking a Program Manager to shape high-quality, high-trust member experiences across its products and services. You will uncover friction in both member and agent journeys, turn data into actionable insights, and drive scalable operational improvements.

You will partner with Product, Risk, and other key teams to ensure new features and policies are launched in a way that protects members and empowers agents.