About the role
As a Senior Program Manager on Chime’s Member Experience (MX) team, you’ll directly influence and drive the strategy for the support experience for new products we launch at Chime. You’ll also be directly responsible for driving down the need to contact Member Services at all by partnering with different cross-functional teams across Chime to influence roadmaps that drive the best possible member experience through self-service. Within the Spending team, the experiences you’ll focus on will revolve around anything that relates to payments, cards, transfers, and the way that people move money cards, transactions, and transfers—anything that touches how payments operate you’ll effectively oversee. Your mission is to deliver high-quality, efficient, and member-first experiences that reduce the need for support, drive automation, and improve the member experience long-term.
The base salary offered for this role and level of experience will begin at $138,000.00 and up to $190,000.00. 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:
- Manage entry points, routing, automation, knowledge management, and resolution quality for several of our new products and our core cards, transactions, and transfer products.
- Partner directly with Product, Engineering, Analytics, and other teams to deliver new features and products, where you’ll focus on how we optimize for member experience.
- Use analytics to prioritize high-impact initiatives, track outcomes, and inform decision-making.
- Partner with Analytics, Ops, Product, and other teams to test support flows (e.g., A/B, holdouts), evaluate outcomes, and scale what works.
- Be accountable for how often members contact Chime for our specific products and features, helping shape roadmaps that solve member issues before they even need to contact us.
- Drive standard operating procedures and workflows that are compliant and up-to-date at the same velocity that our products change.
- Translate contact taxonomy, NPS/voice of customer insights, quality assurance data, and sentiment data into a clear plan that drives measurable impact on contact rate and other member service metrics
To thrive in this role, you have:
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6+ years of experience driving improvements in complex, cross-functional environments — ideally in cust