Program Manager, Member Experience
Core
Shape high-trust member experiences by uncovering friction, turning data into insights, and driving operational improvements across Chime's products and services.
Role type
Senior Program Manager (Member Experience & Operations)
Builds
Scalable operational processes, agent functions, and member journey optimizations
Domain
Financial Technology (FinTech) / Customer Experience
Deliverable
product features
Required skills
End-to-end program leadership, cross-functional partnership, data-driven influence, process design, regulatory compliance awareness, executive communication
Preferred skills
PMP certification, MBA, consulting background, regulatory/compliance domain expertise
Technologies
Looker, Tableau, Power BI
Responsibilities
Own and maintain process documentation (SOPs, journey maps), drive operational excellence by streamlining and automating agent functions, identify friction points and implement scalable solutions, influence cross-functional roadmaps using data-driven insights, partner with Product/Legal/Risk to optimize agent performance, ensure operational readiness for new features, lead initiatives to improve CSAT and resolution rates
Seniority
Senior, hands-on IC