Sr. Program Manager, Member Experience

About the Role

We're hiring a Sr. Program Manager to help shape how Chime delivers a high-quality, high-trust experience for our members. This role will focus on product, policy, and process excellence across high-trust member-facing experiences across Chime's products and services. As our Program Manager, you'll uncover friction across the member and agent journey, turn data into actionable insights, and drive scalable operational improvements. You'll partner closely with Product, Risk, and other key business functions to ensure new features and policies are launched in a way that protects our members and empowers our agents. This is a high-visibility role with direct impact on CSAT, resolution rates, contact reduction, operational efficiency, and member trust.

The base salary offered for this role and level of experience will begin at $138,000 and up to $190,000. 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

• 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

To thrive in this role, you have

• 5+ years leading end-to-end programs in Customer Experience, Operations, or Product