Program Manager, Member Experience

This is a fully remote position, open to applicants in United States.

📋 Description

• Define how Chime provides a high-quality and trustworthy experience for its members.

• Lead excellence in product, policy, and processes across member-facing experiences that prioritize trust.

• Identify friction points throughout the member and agent journey.

• Transform data into actionable insights to drive scalable operational enhancements.

• Take ownership of process documentation, including SOPs, journey maps, and knowledge base materials.

• Optimize and automate functions for agents.

• Recognize friction points and implement sustainable solutions.

• Influence cross-functional roadmaps with data-driven insights.

• Collaborate with Product, Legal, Risk, Vendor Operations, Quality, and Learning teams to enhance agent performance.

• Ensure operational readiness and evaluate the support impact of new features and policy modifications.

• Spearhead initiatives aimed at improving CSAT, resolution rates, and contact rates.

• Safeguard members and empower agents through effective launches of features and policies.

⛳️ Requirements

• Over 5 years of experience in leading end-to-end programs within Customer Experience, Operations, or Product.

• Background in regulated environments with a strong awareness of compliance.

• Proven track record of cross-functional collaboration with Product, Compliance, Risk, and Operations.

• Strong analytical capabilities and experience utilizing tools such as Looker, Tableau, Power BI, or similar.

• Established ability to deconstruct complex problems and influence the direction of roadmaps.

• Experience in developing scalable processes that enhance member experience metrics.

• Exceptional communication skills with a strong ability to influence stakeholders at the executive level.

• PMP certification is a plus.

• An MBA is considered a plus.

• A background in consulting is an asset.

• Expertise in regulatory and compliance domains is advantageous.

🏝️ Benefits

• Eligibility for bonuses.

• Competitive equity package.

• Fully remote work opportunity.

• Backup care services for children, elders, and pets.

• Subsidized commuter benefits for qualified employees.

• Comprehensive health, financial, and wellness benefits.

• Generous vacation policy.

• Paid days off for the entire company.

• 1% of time off dedicated to supporting local community organizations.

• Annual wellness stipend.

• Up to 22 weeks of paid parental leave for birthing parents.

• 12 weeks of paid parental leave for non-birthing parents.

• Reimbursement for family planning expenses.

• Team and company-wide events based on location.