The Senior Program Manager will drive the strategy for the support experience for new products at Chime, partnering with cross-functional teams to influence roadmaps and improve member experience. The role involves managing entry points, routing, automation, knowledge management, and resolution quality for new products and core cards, transactions, and transfer products. The successful candidate will have 6+ years of experience driving improvements in complex, cross-functional environments and will be able to interpret trends from multiple data sources to guide prioritization and assess impact.
Requirements
- 6+ years of experience driving improvements in complex, cross-functional environments — ideally in customer experience, program management, operations, or product enablement roles.
- 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.
Benefits
- Competitive salary
- 401k match
- Great medical, dental, vision, life, and disability benefits
- Generous vacation policy
- Chime Days, bonus company-wide paid days off
- 1% of your time off to support local community organizations of your choice
- Annual wellness stipend
- 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 fellow Chimers
- Delicious snack boxes
