Senior Program Manager, Core Experience

📋 Description

• 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 with Product, Engineering, Analytics to deliver new features and products, focusing on member experience.
• Use analytics to prioritize high-impact initiatives, track outcomes, and inform decision-making.
• Partner with Analytics, Ops, Product to test support flows (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.

🎯 Requirements

• 6+ years in customer experience, program mgmt, operations, or product enablement
• End-to-end support journeys in a high-growth environment
• Partner with Product, Engineering, Analytics to design support tooling and automation
• Use data/insights (NPS, drivers, AHT) to shape priorities
• Lead process optimization, knowledge management, or quality initiatives in CX
• Work with outsourced/vendor ops to drive consistent experience

🎁 Benefits

• Four days in the office with Fridays remote for nearby offices
• Backup child/elder/pet care plus subsidized commuter benefit
• 401k match plus medical, dental, vision, life, disability benefits
• Generous vacation policy and company-wide Chime Days
• Up to 24 weeks parental leave for birthing; 12 weeks for non-birthing
• Maven access with $15k lifetime reimbursement