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Chime logo
Chime

Helping everyday people achieve financial peace of mind, together.

Program Manager

Program ManagerProgram ManagerFull TimeRemoteSeniorTeam 1,001-5,000Since 2013H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

76 days ago

Salary

$116K - $160K / year

Seniority

Senior

6 yrs expEnglish

Job Description

Program Manager

Chime

• Own the End-to-End Support Journey: Manage entry points, routing, automation, knowledge management, and resolution quality for several of our new products and our core cards, transactions, and transfer products. • Build and Execute the Support NPS Roadmap: Translate contact taxonomy, NPS/VOC insights, QA results, and sentiment data into a clear plan that drives measurable impact on sNPS, FCR, and containment. • Lead with Data: Use analytics to prioritize high-impact initiatives, track outcomes, and inform decision-making. • Run Experiments and Drive Continuous Improvement: Partner with Analytics and Ops to test support flows (e.g., A/B, holdouts), evaluate outcomes, and scale what works. • Collaborate Cross-Functionally: Partner with Product and Engineering to define requirements for support tooling and automation; with Ops to land process changes; and with Risk/Compliance to ensure accuracy and consistency. • Empower Agents and Vendors: Create feedback loops that surface insights from the frontlines, improve content and training, and enhance agent performance and satisfaction. • Champion Operational Excellence: Maintain compliant SOPs, refine workflows, and ensure that process and knowledge updates keep pace with product evolution.

Job 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 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, containment) to shape priorities and measure impact
  • Leading process optimization, knowledge management, or quality initiatives within CX 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 CX Ops, 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 (NPS, FCR, taxonomy, AHT) and use them to guide prioritization and assess impact.
  • Adaptability and Resilience: You stay grounded and focused through ambiguity, leading others through change with composure and clarity.
  • Communication Excellence: You can simplify complex concepts, craft compelling narratives, and engage diverse audiences—executive, technical, and operational.

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
  • Up to 24 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents
  • Annual wellness stipend to use towards eligible wellness related expenses
  • 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!

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We deliver actionable, objective insight that drives smarter decisions and stronger performance.

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Senior Program Manager

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Join us on our journey toward a world with zero crashes, zero emissions, and zero congestion.

Program Manager76 days ago
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United States