Manager, Voice of the Member

About the role

Within our Operations & Member Experience organization (OMX), the Voice of the Member Team is responsible for cultivating a culture of member obsession, empathy and sentiment awareness across Chime. We achieve this by gathering member feedback, transforming it into valuable insights and driving experience improvements.

As a Manager on our Voice of the Member team, you will lead efforts to gather and analyze member feedback from a variety of channels. You’ll use this data to uncover key trends, challenges, and opportunities, and collaborate closely with departments such as Product Development, Marketing, and Member Support to ensure member voices are central to enhancing their overall experience with Chime.

To thrive in this role, you must be a strong leader with an unwavering commitment to member satisfaction. This role is ideal for someone who excels in analyzing complex data, extracting actionable insights, and championing member feedback as a driver of strategic decision-making. You will need to influence senior leadership without direct authority, align cross-functional teams, and lead initiatives that enhance the member experience in a fast-paced, evolving environment.

The base salary offered for this role and level of experience will begin at $146,610 and up to $207,700. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.

In this role, you can expect to

• Lead a small, but mighty team, investing in their development and setting up its members for success
• Manage existing programs and create new ones to cultivate a culture of member obsession, empathy and sentiment awareness across Chime.
• Manage existing sources of member feedback, and identify new sources to bring in more member voices
• Dive in on member feedback to identify trends, pain points, and opportunities for improvement
• Works closely with other teams, such as Product, Marketing, Member Support, and UX/UI Design, to ensure that customer feedback is integrated into the development and improvement of products and experiences

To thrive in this role, you have

• 10+ years of professional experience, including 2+ years leading teams.
• A strong skill set across analytical, problem-solving and strategic thinking.
• A drive to dig into data, think from first principles, and complete complex projects and deliver tangible results.
• Ability to synthesize disparate information quickly to develop a succinct, accurate summary of the opportunity/need.
• A strong approach to driving cross-functional collaboration across multiple functions.
• Exceptional communication and presentation skills.
• Comfort operating in a fast-paced, agile environment.

A little about us

At Chime, we believe that everyone can achieve financial progress. We’re passionate about developing solutions and services to empower people to succeed. Every day, we start with empathy for our members and stay motivated by our desire to support them in ways that make a meaningful difference. 

We created Chime—a financial technology company, not a bank*-- founded on the premise that basic banking services should be helpful, transparent, and fair. Chime helps unlock the access and ability our members need to overcome the systemic barriers that block them from moving forward. By providing members with access to liquidity, rewards, and credit building, our easy-to-use tools and intuitive platforms give members the ability to have more control over their money and to take action toward achieving their financial ambitions.

So far, we’re well-loved by our members and proud to have helped millions of people unlock financial progress, whether they started a savings account, bought their first car or home, opened a business, or went to college. Every day, we’re inspired by our members’ dreams and successes, big and small. 

We’re uniting everyday people to unlock their financial progress—will you join us? 

*Chime partners with The Bancorp Bank and Stride Bank, N.A., Members FDIC, that power the bank accounts used by Chime Members.

What we offer

• 🏢 A thoughtful hybrid work policy that combines in-office days and trips to team and company-wide events depending on location to ensure you stay connected to your work and teammates, whether you’re local to one of our offices or remote
• 💻 Hybrid work perks, like UrbanSitter and Kinside for backup child, elder and/or pet care, as well as a subsidized commuter benefit
• 💰 Competitive salary based on experience
• ✨ 401k match plus great medical, dental, vision, life, and disability benefits
• 🏝 Generous vacation policy and company-wide Take Care of Yourself Days 
• 🫂 1% of your time off to support local community organizations of your choice
• 🧠 Mental health support with therapy and coaching through Modern Health
• 👶 16 weeks of paid parental leave for all parents and an additional 6-8 weeks for birthing parents
• 👪 Access to Maven, a family planning tool, with up to $10k in 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!
• 💚 A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help millions unlock financial progress

We know that great work can’t be done without a diverse team and inclusive environment. That’s why we specifically look for individuals of varying strengths, skills, backgrounds, and ideas to join our team. We believe this gives us a competitive advantage to better serve our members and helps us all grow as Chimers and individuals.

We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. Chime is proud to be an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, Cook County Ordinance, and consistent with Canadian provincial and federal laws. If you have a disability or special need that requires accommodation, please let us know. 

To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice. 

#LI-Hybrid