Senior Program Manager (Member Experience)

Chime; United States; On-site; USD 130,000 - 180,000; Full time

Benefits offered by this job

Medical/dental/vision

Mental health support

Savings plan with matching

Travel stipends & CRGs

Job summary

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

You will partner with Product, Risk, Legal, and other functions to ensure new features and policies protect members and empower agents. This is a high-visibility role impacting CSAT, resolution rates, and contact rates.

Qualifications

• Strong analytical skills and experience using Looker, Tableau, Power BI, or similar tools.
• Strong executive communication and stakeholder influence skills.
• Experience building scalable processes that improved member experience metrics.
• 5+ years leading end-to-end programs in Customer Experience, Operations, or Product.
• Proven ability to break down complex problems and influence roadmap direction.
• Demonstrated cross-functional partnership across Product, Compliance, Risk, and Ops.
• Experience operating in regulated environments with strong compliance awareness.
• PMP certification
• MBA
• Regulatory/compliance domain expertise
• Consulting background

Responsibilities

• Shape high-trust member experiences across products and services.
• Uncover friction across member and agent journeys and turn data into insights.
• Partner with Product, Risk, Legal, and other functions to launch features safely.
• Lead initiatives that improve CSAT, resolution rates, and contact rate.
• Own SOPs, journey maps, and knowledge base content.
• Streamline and automate agent functions for scalability.
• Influence cross-functional roadmaps using data-driven insights.

Skills

Analytical skills

Executive communication

Stakeholder influence

Cross-functional collaboration

Data-driven insights

Education

PMP certification

MBA

Tools

Looker

Tableau

Power BI

Job description

We’re hiring a Sr. Program Manager to help shape how Chime delivers a high-quality, high-trust experience for our members

This role will focus on product, policy, and process excellence across high-trust member-facing experiences across Chime’s products and services. As our Program Manager, you’ll uncover friction across the member and agent journey, turn data into actionable insights, and drive scalable operational improvements

You’ll partner closely with Product, Risk, and other key business functions to ensure new features and policies are launched in a way that protects our members and empowers our agents

This is a high-visibility role with direct impact on CSAT, resolution rates, contact reduction, operational efficiency, and member trust

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

Benefits

• Physical: We believe in taking care of your physical health, so as a Chimer you’ll get medical, dental, and vision insurance, as well as benefits to support your physical activity, family planning, and all of your little Chimers
• Emotional: We know that staying healthy involves a lot more than doctor’s checkups. We partner with Modern Health to help you navigate your mental health, give monthly Take Care of Yourself Days, and want you to take time off when you need it
• Financial: We want Chimers to save and feel financially supported, so we offer savings plans with competitive matching, as well as access to financial planning and legal assistance so that you can find your financial peace of mind
• Social: We’ll celebrate your milestones together with travel stipends, swag, and high-fives and make sure you’re connected to fellow Chimers through our Chime Resource Groups (CRGs) and company events

Strong analytical skills and experience using Looker, Tableau, Power BI, or similar toolsStrong executive communication and stakeholder influence skillsExperience building scalable processes that improved member experience metrics5+ years leading end-to-end programs in Customer Experience, Operations, or ProductProven ability to break down complex problems and influence roadmap directionDemonstrated cross-functional partnership across Product, Compliance, Risk, and OpsExperience operating in regulated environments with strong compliance awarenessPMP certificationMBARegulatory/compliance domain expertiseConsulting background