Senior Program Manager

Chime Financial, Inc

9d•$138,000 - $190,000•Hybrid

About The Position

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.

Requirements

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.
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 Member Experience, 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 and use them to guide prioritization and assess impact—you have experience with tools like Power BI, Tableau, Looker, or other data exploration tools and feel comfortable navigating them.
Adaptability and Resilience: You stay grounded and focused through ambiguity, leading others through change with composure and clarity.

Nice To Haves

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) to shape priorities and measure impact
Leading process optimization, knowledge management, or quality initiatives within customer experience organizations
Working with outsourced or vendor operations teams to drive consistent experience and performance

Responsibilities

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

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