Program Manager
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Job Description
Program Manager on Chime’s Member Experience team managing support journeys and improving customer satisfaction. Overseeing core member experiences across payments and collaborating with various teams.
Responsibilities:
- 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.
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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