Program Manager (Member Experience)

• 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
• As our Program Manager, you’ll uncover friction across the member and agent journey, turn data into actionable insights, and drive scalable operational improvements
• You’ll partner closely with Product, Risk, and other key business functions to ensure new features and policies are launched in a way that protects our members and empowers our agents
• This is a high-visibility role with direct impact on CSAT, resolution rates, contact reduction, operational efficiency, and member trust
• 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
• Lead initiatives that measurably improve CSAT, resolution rates, and contact rate

Benefits

• Physical: We believe in taking care of your physical health, so as a Chimer you’ll get medical, dental, and vision insurance, as well as benefits to support your physical activity, family planning, and all of your little Chimers
• Emotional: We know that staying healthy involves a lot more than doctor’s checkups. We partner with Modern Health to help you navigate your mental health, give monthly Take Care of Yourself Days, and want you to take time off when you need it
• Financial: We want Chimers to save and feel financially supported, so we offer savings plans with competitive matching, as well as access to financial planning and legal assistance so that you can find your financial peace of mind
• Social: We’ll celebrate your milestones together with travel stipends, swag, and high-fives and make sure you’re connected to fellow Chimers through our Chime Resource Groups (CRGs) and company events- Experience building scalable processes that improved member experience metrics
• Strong executive communication and stakeholder influence skills
• Proven ability to break down complex problems and influence roadmap direction
• Experience operating in regulated environments with strong compliance awareness
• Demonstrated cross-functional partnership across Product, Compliance, Risk, and Ops
• Strong analytical skills and experience using Looker, Tableau, Power BI, or similar tools
• 5+ years leading end-to-end programs in Customer Experience, Operations, or Product
• Regulatory/compliance domain expertise
• Consulting background
• MBA
• PMP certification