[Remote] Program Manager, Member Experience
Note: The job is a remote job and is open to candidates in USA. Chime is a financial technology company focused on helping members achieve financial progress. The Program Manager, Member Experience will improve product, policy, and process excellence by identifying friction, using data-driven insights, and leading scalable operational improvements across member- and agent-facing experiences.
Responsibilities
- 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
Skills
- * 5+ years leading end-to-end programs in Customer Experience, Operations, or Product
- * 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
- * Proven ability to break down complex problems and influence roadmap direction
- * Experience building scalable processes that improved member experience metrics
- * Strong executive communication and stakeholder influence skills
- * PMP certification
- * MBA
- * Consulting background
- * Regulatory/compliance domain expertise
Benefits
- Full-time employees are also eligible for a bonus
- Full-time employees are also eligible for a competitive equity package
- Full-time employees are also eligible for benefits
- Four days a week in the office and Fridays from home for those near one of our offices, plus team and company-wide events depending on location
- Fully remote program
- Backup child, elder, and pet care for eligible employees
- Subsidized commuter benefits for eligible employees
- Comprehensive health, financial, and wellbeing benefits
- Generous vacation policy and 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 22 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents
- Access to family planning reimbursement
- A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help millions unlock financial progress
Company Overview
Company H1B Sponsorship