Program Manager

About the Role

As a Program Manager on Chime’s Member Experience (MX) team, you’ll own the support experience for the lines of business (LOBs) within our 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.

The base salary offered for this role and level of experience will begin at $116,000.00 and up to $160,000.00. 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:

• 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.
• Build and Execute the Support NPS Roadmap: Translate contact taxonomy, NPS/VOC insights, QA results, and sentiment data into a clear plan that drives measurable impact on sNPS, FCR, and containment.
• Lead with Data: Use analytics to prioritize high-impact initiatives, track outcomes, and inform decision-making.
• Run Experiments and Drive Continuous Improvement: Partner with Analytics and Ops to test support flows (e.g., A/B, holdouts), evaluate outcomes, and scale what works.
• Collaborate Cross-Functionally: Partner 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.
• Empower Agents and Vendors: Create feedback loops that surface insights from the frontlines, improve content and training, and enhance agent performance and satisfaction.
• Champion Operational Excellence: Maintain compliant SOPs, refine workflows, and ensure that process and knowledge updates keep pace with product evolution.

To Thrive in This Role, You Have:

• 6+ years of experience driving improvements in complex, cross-functional environments — ideally in customer experience, program management, operations, or product enablement roles. You’ve managed initiatives that improved customer satisfaction, automation, or efficiency in service or support ecosystems.
  • Experience in one or more of the following areas is especially valuable:
    • Managing end-to-end support or customer journeys in a high-growth environment
    • Partnering with Product, Engineering, or Analytics to design and deliver support tooling or automation
    • Using data and insights (e.g., NPS, contact drivers, AHT, containment) to shape priorities and measure impact
    • Leading process optimization, knowledge management, or quality initiatives within CX organizations
    • Working with outsourced or vendor operations teams to drive consistent experience and performance
• Member-Obsessed Mindset: You act as the voice of the member in every decision, ensuring that improvements elevate satisfaction and trust.
• Strong Ownership Mentality: You independently drive programs from insight to execution, balancing urgency with rigor and transparency.
• Cross-Functional Influence: You navigate complex partnerships across CX Ops, Product, and Risk, building trust through credibility, clarity, and results.
• Strategic Problem-Solving Skills: You break down complex challenges, use structured frameworks, and anticipate downstream implications to deliver sustainable solutions.
• Data-Driven Decision Making: You can interpret trends from multiple data sources (NPS, FCR, taxonomy, AHT) and use them to guide prioritization and assess impact.
• Adaptability and Resilience: You stay grounded and focused through ambiguity, leading others through change with composure and clarity.
• Communication Excellence: You can simplify complex concepts, craft compelling narratives, and engage diverse audiences—executive, technical, and operational.

Chime Core Values You’ll Embody

• Be Member Obsessed: You seek deep understanding of our members’ needs and turn insights into better outcomes.
• Be Bold: You set ambitious goals, challenge assumptions, and take calculated risks to drive meaningful change.
• Win Together: You build trust and foster open, honest collaboration across diverse teams.
• Be an Owner; Respect the Rules: You act with integrity, own outcomes, and ensure every improvement is built responsibly.
  
  

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