Senior Program Manager, Core Experience - Remote

Overview

As a Senior Program Manager in Core Experience, you'll play a vital role in shaping how Chime delivers a high-quality, high-trust support journey for our members. You’ll use data-driven insights and strong cross-functional collaboration to uncover friction points, build operational improvements, and champion scalable solutions that enhance both agent accuracy and member satisfaction. This role has high visibility and the opportunity to directly impact member growth and satisfaction.

In Short

• Own and maintain process documentation (e.g., SOPs, journey maps, KBs) across CX
• Drive operational excellence by streamlining and automating back office functions—from Legal/Compliance workflows and bank partner coordination to high-risk account actions
• Identify and address friction points in member and agent experience
• Influence cross-functional roadmaps to drive member experience innovation
• Collaborate cross-functionally with Product, Legal, Risk, and Ops teams
• Partner with Vendor Ops, Quality, and Learning to optimize agent performance
• Ensure operational readiness and assess support impact of new features and policies

Requirements

• Led end-to-end programs in CX, Ops, or Product with 5+ years of relevant experience
• Thrived in highly cross-functional teams working across orgs such as Product, Compliance, Risk, and Ops to execute change
• Preference for candidates with deep experience operating in a regulated environment and firm understanding of how compliance considerations inform program management
• Created and delivered clear data narratives to influence senior stakeholders
• Developed scalable processes that improved CSAT, member resolution, and contact rate
• Have used data to break down complex problems and influence roadmap direction
• Used data analysis and tools like Looker, Tableau, or Power BI to derive insights

Benefits

• 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
• 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
• A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech