Senior Program Manager, Member Experience & Operations

Chime; United States; Remote; USD 138,000 - 190,000; Full time

Job summary

Chime is seeking a Sr. Program Manager to shape high-quality, high-trust experiences for members across products and services. This role uncovers friction, turns data into actionable insights, and drives scalable operational improvements in collaboration with Product, Risk, and other key functions.

It is a high-visibility role with impact on CSAT and efficiency. The base salary ranges from $138,000 to $190,000, with eligible bonus, competitive equity, and benefits.

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

Analytical skills

Executive comms

Cross-functional collab

Program mgmt

Regulatory experience

Education

PMP certification

MBA

Tools

Looker

Tableau

Power BI

Job description

Chime is seeking a Sr. Program Manager to shape high-quality, high-trust experiences for members across products and services. This role uncovers friction, turns data into actionable insights, and drives scalable operational improvements in collaboration with Product, Risk, and other key functions.

It is a high-visibility role with impact on CSAT and efficiency. The base salary ranges from $138,000 to $190,000, with eligible bonus, competitive equity, and benefits.