Senior Program Manager, Live Chat - Remote

Overview

As a Senior Program Manager for Live Chat, you will be responsible for defining our Live Chat strategy and roadmap, and program managing its execution. You will partner closely with Product, Systems, Vendor Operations and our lines of business to develop, test and implement data-driven hypotheses and solutions that enable frictionless, rapid, and high quality support experiences through Live Chat.

In Short

• Deeply understand member experiences across Chime’s suite of products
• Make data-driven decisions in developing the strategy and roadmap for Live Chat experience
• Lead collaboration across Product, Systems, Vendor Operations and Chime’s lines of business to identify and execute opportunities to improve Chime’s support experience through Live Chat
• Be accountable for key performance indicators measuring the quality of member experience in the Live Chat
• Advocate for our members and provide meaningful insights to internal teams working to improve the member experience.

Requirements

• 5+ years of cross-functional project management and/or product operations experience
• 3+ years experience designing and project managing implementation of Live Chat solutions
• Ability to leverage data to inform and support critical decisions
• Excellent communication and presentation skills
• Ability to synthesize disparate information quickly to develop a succinct, accurate summary of the opportunity/need.
• Demonstrated ability to influence and foster strong working relationships with a diverse set of stakeholders
• Comfortable in a fast-paced environment where vision remains the same but information may not be 100% available and priorities can change frequently
• Ability and willingness to travel domestically and internationally, approx. 10% of the time.
• BPO operations or consulting background preferred, but not required

Benefits

• A thoughtful hybrid work policy
• Hybrid work perks like backup child, elder and/or pet care
• Competitive salary based on experience
• 401k match plus great medical, dental, vision, life, and disability benefits
• Generous vacation policy and company-wide Chime Days
• 1% of your time off to support local community organizations of your choice
• Annual wellness stipend
• Up to 24 weeks of paid parental leave for birthing parents
• Access to family planning tools
• 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