[Remote] Sr. 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 through accessible banking services and tools. The Sr. Program Manager will drive product, policy, and process excellence across member-facing experiences by identifying journey friction, using data to guide improvements, and leading scalable operational initiatives. The role partners with Product, Risk, Legal, Vendor Operations, Quality, and Learning teams to improve member and agent outcomes.

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, competitive equity package, and benefits.
• Our in-office work policy is designed to keep you connected - with 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. Whether you’re coming in regularly or are part of our fully remote program, you’ll stay engaged with your work and teammates.
• Backup child, elder, and pet care for eligible employees.
• Subsidized commuter benefits for eligible employees.
• Comprehensive health, financial, and wellbeing benefits designed to support you at every stage of life.
• 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

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