Program Manager, Dispute Experience

Chime Financial, Inc

1d•$103,680 - $1,440,000•Hybrid

About The Position

As a Program Manager in Member Experience, you will play a key role in creating a high-quality dispute experience for members while driving operational efficiency for dispute support and resolution agents. You will develop expertise in dispute processes and lead strategic initiatives focused on member satisfaction, fraud mitigation, and agent accuracy. Using data-driven insights, you will identify opportunities to reduce friction, increase automation, mitigate fraud, and lower the cost of supporting claims. You will operationalize improvements through strong project management and close partnership with Operations, Risk, Product, Engineering, and other cross-functional teams. The base salary offered for this role and level of experience will begin at $103,680 and up to $144,0000. 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

6+ years experience in product operations, product management, program management, consulting, or similar analytical roles at a financial services organization
3+ years of experience in card issuer dispute operations with comprehensive knowledge of Regulation E, Regulation Z, and UDAAP, including the ability to interpret and apply these requirements to operational processes
Ability to leverage data to inform and support critical decisions; candidates will have foundational SQL and data visualization experience using tools like Looker, Tableau, or Microsoft Power BI
Experience working with cross-functional teams such as product managers, data analysts, operations analysts in building operations processes and systems
Excellent communication and presentation skills; ability to foster collaboration and facilitate teamwork
Ability to effectively identify, prioritize, and handle multiple work streams simultaneously in a dynamic and rapidly-changing environment
Highly motivated self-starter with a desire to grow and learn

Nice To Haves

Preference for candidates with deep experience in process management and continuous improvement

Responsibilities

Own and improve process documentation including member journey maps, SOPs, and knowledge base content, serving as a subject matter expert for dispute resolution
Develop and communicate compelling, data-backed insights on member experience and project impact; influence cross-functional roadmaps
Own and improve metrics tied to operational performance, compliance, risk, and fraud
Analyze data to identify friction points, define problem statements, build project plans, and execute initiatives that improve key outcomes
Partner with Vendor Operations, Quality, Learning, Content, and others to improve agent performance and accuracy
Support operational readiness for new products and features, partnering with Finance, Workforce Management, and Operations
Contribute to a culture of trust, collaboration, and operational excellence

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