Senior Program Manager - Customer Experience & Trust

Chime; San Francisco (CA); On-site; USD 138,000 - 190,000; Full time

Benefits offered by this job

Four days in office per week

Fridays from home for local office

Comprehensive health, financial, and 


Wellbeing benefits

Generous vacation policy

Job summary

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

This full-time role offers a base salary from $138,000 to $190,000, with bonus eligibility, competitive equity, and comprehensive benefits. You will partner with Product, Risk, and other functions to protect members and empower 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

Strong analytical skills

Tools

Looker

Tableau

Power BI

Job description

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

This full-time role offers a base salary from $138,000 to $190,000, with bonus eligibility, competitive equity, and comprehensive benefits. You will partner with Product, Risk, and other functions to protect members and empower agents.