Senior Program Manager, Member Experience & Trust

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

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.