Program Manager, Core Experience

Chime Financial, Inc

4h•$116,000 - $160,000

About The Position

We’re hiring a Program Manager to help shape how Chime delivers a high-quality, high-trust support experience for our members on the Core Experience team. This role will focus heavily on back office operations, including Legal and Compliance workflows, bank partner coordination, and high-risk account processes. As our Program Manager, you’ll uncover friction across the member and agent journey, turn data into actionable insights, and drive scalable operational improvements across CX. You’ll partner closely with Product, Legal, Risk, and Ops 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 member satisfaction, operational accuracy, and growth. 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.

Requirements

5+ years leading end-to-end programs in CX, Operations, or Product
Experience operating in regulated environments with strong compliance awareness
Demonstrated cross-functional partnership across Product, Compliance, Risk, and Ops
Strong analytical skills and experience using Looker, Tableau, Power BI, or similar tools
Proven ability to break down complex problems and influence roadmap direction
Experience building scalable processes that improved member experience metrics
Strong executive communication and stakeholder influence skills

Nice To Haves

PMP certification
MBA
Consulting background
Regulatory/compliance domain expertise

Responsibilities

Own and maintain CX process documentation (SOPs, journey maps, knowledge base content)
Drive operational excellence by streamlining and automating back office functions—from Legal/Compliance workflows and bank partner coordination to high-risk account actions
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

Benefits

Our in-office work policy is designed to keep you connected - with four days a week in the office and Fridays from home for those near one of our offices, plus team and company-wide events depending on location. Whether you’re coming in regularly or are part of our fully remote program, you’ll stay engaged with your work and teammates.
In-office perks including backup child, elder, and/or pet care, plus a subsidized commuter benefit to support your regular commute
Competitive salary based on experience
401k match plus great medical, dental, vision, life, and disability benefits
Generous vacation policy and company-wide Chime Days, bonus company-wide paid days off
1% of your time off to support local community organizations of your choice
Annual wellness stipend to use towards eligible wellness related expenses
Up to 24 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents
Access to Maven, a family planning tool, with $15k lifetime 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