Senior Program Manager

Role Overview

• Manage entry points, routing, automation, knowledge management, and resolution quality for several of our new products and our core cards, transactions, and transfer products.
• Partner directly with Product, Engineering, Analytics, and other teams to deliver new features and products, where you’ll focus on how we optimize for member experience.
• Use analytics to prioritize high-impact initiatives, track outcomes, and inform decision-making.
• Partner with Analytics, Ops, Product, and other teams to test support flows (e.g., A/B, holdouts), evaluate outcomes, and scale what works.
• Be accountable for how often members contact Chime for our specific products and features, helping shape roadmaps that solve member issues before they even need to contact us.
• Drive standard operating procedures and workflows that are compliant and up-to-date at the same velocity that our products change.
• Translate contact taxonomy, NPS/voice of customer insights, quality assurance data, and sentiment data into a clear plan that drives measurable impact on contact rate and other member service metrics.

Requirements

• 6+ years of experience driving improvements in complex, cross-functional environments — ideally in customer experience, program management, operations, or product enablement roles. You’ve managed initiatives that improved customer satisfaction, automation, or efficiency in service or support ecosystems.
• Experience in one or more of the following areas is especially valuable:
• Managing end-to-end support or customer journeys in a high-growth environment
• Partnering with Product, Engineering, or Analytics to design and deliver support tooling or automation
• Using data and insights (e.g., NPS, contact drivers, AHT) to shape priorities and measure impact
• Leading process optimization, knowledge management, or quality initiatives within customer experience organizations
• Working with outsourced or vendor operations teams to drive consistent experience and performance
• Member-Obsessed Mindset: You act as the voice of the member in every decision, ensuring that improvements elevate satisfaction and trust.
• Strong Ownership Mentality: You independently drive programs from insight to execution, balancing urgency with rigor and transparency.
• Cross-Functional Influence: You navigate complex partnerships across Member Experience, Product, and Risk, building trust through credibility, clarity, and results.
• Strategic Problem-Solving Skills: You break down complex challenges, use structured frameworks, and anticipate downstream implications to deliver sustainable solutions.
• Data-Driven Decision Making: You can interpret trends from multiple data sources and use them to guide prioritization and assess impact—you have experience with tools like Power BI, Tableau, Looker, or other data exploration tools and feel comfortable navigating them.
• Adaptability and Resilience: You stay grounded and focused through ambiguity, leading others through change with composure and clarity.

Tech Stack

• Tableau

Benefits

• Competitive salary based on experience
• 401k match plus great medical, dental, vision, life, and disability benefits
• Generous vacation policy and company-wide Chime Days, bonus company-wide paid days off
• 1% of your time off to support local community organizations of your choice
• Annual wellness stipend to use towards eligible wellness related expenses
• Up to 24 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents
• Access to Maven, a family planning tool, with $15k lifetime reimbursement for egg freezing, fertility treatments, adoption, and more.
• In-person and virtual events to connect with your fellow Chimers—think cooking classes, guided meditations, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too!