The opportunity
We're hiring a 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.
What you'll do
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
What they're looking for
- Lead initiatives that measurably improve CSAT, resolution rates, and contact rate
- + 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
