Senior Program Manager, Member Experience

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

📋 Description

• Take charge of and manage process documentation, which includes SOPs, journey maps, and knowledge base materials.

• Enhance and automate agent functions to foster operational excellence.

• Recognize friction points within member and agent journeys and implement scalable solutions.

• Leverage data-driven insights to influence cross-functional roadmaps.

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

• Ensure operational readiness and evaluate the support impact for new features and policy updates.

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

• Assist Chime in delivering exceptional, trustworthy member experiences across its financial technology products and services.

⛳️ Requirements

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

• Experience working in regulated environments with a strong focus on compliance.

• Proven ability to partner across functions, including Product, Compliance, Risk, and Operations.

• Strong analytical capabilities with experience utilizing Looker, Tableau, Power BI, or similar analytical tools.

• Proficient in breaking down complex issues and shaping roadmap direction.

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

• Excellent communication skills with the ability to influence stakeholders at an executive level.

• PMP certification, MBA, consulting experience, and expertise in regulatory/compliance are desirable qualifications.

🏝️ Benefits

• Full-time employees are eligible for a bonus.

• Competitive equity package.

• Comprehensive health, financial, and wellbeing benefits.

• Backup care for children, elders, and pets.

• Subsidized commuter benefits for qualified employees.

• Generous vacation policy along with company-wide paid days off.

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

• Annual wellness stipend.

• Up to 22 weeks of paid parental leave for birthing parents and 12 weeks for non-birthing parents.

• Family planning reimbursement.

• Fully remote program available for eligible employees.

• Team and company-wide events based on location.