Program Manager

📋 Description

• • As a Program Manager on Chime’s Member Experience (MX) team, you’ll own the support experience for lines of business within core member experiences across cards, transactions, and transfers—anything that touches how payments operate you’ll effectively oversee. You’ll also support many of Chime’s new Product verticals we go to market with, so get a chance to influence the experience for our most innovative features. Your mission is to deliver a high-quality, efficient, and member-first support journey that lifts satisfaction, drives automation, and empowers agents to deliver the best possible experience.
• • You’ll translate member insights, operational data, and frontline feedback into an actionable Support NPS roadmap, collaborating closely with CX Operations, Vendor Management, and Product/Engineering teams to bring improvements to life. This role requires a blend of strategic problem solving, cross-functional influence, and a bias for action.
• • You’ll 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. You’ll build and execute the Support NPS roadmap by translating contact taxonomy, NPS/VOC insights, QA results, and sentiment data into a clear plan that drives measurable impact on sNPS, FCR, and containment. You’ll lead with data by using analytics to prioritize high-impact initiatives, track outcomes, and inform decision-making. You’ll run experiments and drive continuous improvement by partnering with Analytics and Ops to test support flows (e.g., A/B, holdouts), evaluate outcomes, and scale what works. You’ll collaborate cross-functionally 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. You’ll empower agents and vendors by creating feedback loops that surface insights from the frontlines, improve content and training, and enhance agent performance and satisfaction. You’ll champion operational excellence by maintaining compliant SOPs, refining workflows, and ensuring that process and knowledge updates keep pace with product evolution.
• • At Chime, we believe that everyone can achieve financial progress. We created Chime—a financial technology company, not a bank*—on the premise that core banking services should be helpful, easy, and free. Through our user-friendly tools and intuitive platforms, we empower our members to take control of their finances and work towards their goals. Whether it’s starting a savings account, purchasing a first car or home, launching a business, or pursuing higher education, we’re proud to have helped millions unlock their financial potential. We’re a team of problem solvers, dreamers, and builders with one shared obsession: our members. From day one, Chimers have worked tirelessly to out-hustle and out-execute competitors to bring our mission to life. Their grit and determination inspire us to work harder every day to deliver the very best experience possible. We each bring an owner’s mindset to our work, refusing to be outdone and holding ourselves accountable to meet and exceed the highest bars for our teams, our company, and our members. We believe in being bold, dreaming big, and taking risks, while also working together, embracing our diverse perspectives, and giving each other honest feedback. Our culture remains deeply entrepreneurial, encouraging every Chimer to see themselves as stewards of our mission to help everyday Americans unlock their financial progress. We know that to achieve our mission, we must earn and keep people’s trust—so we hold ourselves to the highest standards of integrity in everything we do. These aren’t just words on a wall—our values are embedded in every aspect of our business, serving as a north star that guides us as we work to help millions achieve their financial potential.
• • You can expect to grow your expertise in program management, customer experience, data-driven decision making, and cross-functional leadership. You’ll develop skills in translating insights into actionable roadmaps, leading process optimization initiatives, and influencing stakeholders across Product, Engineering, Analytics, and Operations. You’ll gain experience in managing complex, high-growth environments and driving measurable improvements in customer satisfaction, automation, and efficiency. You’ll also deepen your ability to empower frontline teams, champion operational excellence, and embody Chime’s core values of being member-obsessed, bold, winning together, and acting as an owner.