Sr. Program Manager, Live Chat

About the role

Chime is building a world-class member experience organization, and we believe member support should be built around 3 guiding principles:

1. Frictionless product: Use member insights to mitigate member issues with a simple, transparent product
2. Self-service: Provide self-service and automated capabilities to help members solve their own problems; create community for members to support each other
3. Excellent support: When members do have to contact us, provide them with excellent service. This role will focus on scaling Live Chat experience within our Channel Strategy.

As a Senior Program Manager for Live Chat, you will be responsible for defining our Live Chat strategy and roadmap, and program managing its execution. You will partner closely with Product, Systems, Vendor Operations and our lines of business to develop, test and implement data-driven hypotheses and solutions that enable frictionless, rapid, and high quality support experiences through Live Chat.

We are looking for a self-starter, change agent, and exceptional problem solver with a demonstrated track record of steering cross-functional initiatives and delivering stellar operating outcomes. This role requires an experienced product operations manager who thrives in a fast-moving organization using lightweight processes, creative ideas, and quick iteration to make a significant impact.

This role sits within our Channel, Agent and Social Experience team, which is part of Chime’s Operations & Member Experience Function. The base salary offered for this role and level of experience will begin at $116,100.00 and up to $161,300.00. 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

• Deeply understand member experiences across Chime’s suite of products
• Make data-driven decisions in developing the strategy and roadmap for Live Chat experience
• Lead collaboration across Product, Systems, Vendor Operations and Chime’s lines of business to identify and execute opportunities to improve Chime’s support experience through Live Chat
• Be accountable for key performance indicators measuring the quality of member experience in the Live Chat
• Advocate for our members and provide meaningful insights to internal teams working to improve the member experience.

To thrive in this role, you have

• 5+ years of cross-functional project management and/or product operations experience; you have worked closely with product managers through the lifecycle of product development to advocate for the customer while driving business outcomes
• 3+ years experience designing and project managing implementation of Live Chat solutions
• Ability to leverage data to inform and support critical decisions (experience working in and with Customer Support data is a plus)
• Excellent communication and presentation skills
• Ability to synthesize disparate information quickly to develop a succinct, accurate summary of the opportunity/need.
• Demonstrated ability to influence and foster strong working relationships with a diverse set of stakeholders
• Comfortable in a fast-paced environment where vision remains the same but information may not be 100% available and priorities can change frequently
• Ability and willingness to travel domestically and internationally, approx. 10% of the time.
• BPO operations or consulting background preferred, but not required

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

• 💰 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.
• 💻 Hybrid work perks, like UrbanSitter and Kinside for backup child, elder and/or pet care, as well as a subsidized commuter benefit
• 🏢 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
• 🎉 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-Remote #LI-EI1