Senior Program Manager – Customer Experience & Trust (Remote)

Chime Financial, Inc; United States; On-site; USD 138,000 - 190,000; Full time

Benefits offered by this job

Hybrid in-office policy

Backup care (child, elder, pet)

Health and wellbeing benefits

Generous vacation and paid days off

Paid parental leave

Wellness stipend

Family planning reimbursement

Equal Opportunity Employer

Job summary

Chime Financial, Inc is seeking a Sr. Program Manager to shape high-trust member experiences across product, policy, and processes. You will uncover friction in member and agent journeys, translate data into actionable insights, and drive scalable improvements with Product, Risk, and other key functions.

The role offers visibility and impact on CSAT and efficiency. The base salary ranges from $138,000 to $190,000, with bonus, equity, and benefits available.

Qualifications

• 5+ years leading end-to-end programs in Customer Experience, Operations, or Product.
• Experience 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 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

Program management

Cross-functional collaboration

Data analysis tools

Executive communication

Problem solving

Tools

Looker

Tableau

Power BI

Job description

Chime Financial, Inc is seeking a Sr. Program Manager to shape high-trust member experiences across product, policy, and processes. You will uncover friction in member and agent journeys, translate data into actionable insights, and drive scalable improvements with Product, Risk, and other key functions.

The role offers visibility and impact on CSAT and efficiency. The base salary ranges from $138,000 to $190,000, with bonus, equity, and benefits available.