Program Manager, Dispute Experience

Summary

Join Chime as a Program Manager in Member Experience and play a key role in creating a high-quality dispute experience for members and operational efficiency for dispute resolution agents. You will develop deep expertise on the processes and be responsible for driving strategic initiatives, focusing on member satisfaction, fraud mitigation, and agent accuracy metrics. Through data-driven insights, you will develop process improvements that reduce customer friction and drive automation to mitigate fraud and reduce the cost of supporting claims. You will operationalize these changes through strong project management in partnership with Operations, Risk, Product, and others. The base salary offered is $103,680 to $144,000, plus a bonus, competitive equity package, and benefits. This role offers a thoughtful hybrid work policy and various other benefits.

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 with Card Issuer Dispute Operations (Reg E and/or Reg Z)
• Knowledge of common dispute fraud types and mitigation tactics
• 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

Responsibilities

• Own and improve process documentation (e.g., member journey maps, knowledge base library, standard operating procedures), acting as a subject matter expert of the dispute resolution process and experience
• Be responsible for metrics related to operational performance, compliance, risk and fraud
• Continuously analyze data and identify areas of friction, scope problem statements, build project plans, and own execution to drive improvement to key metrics
• Develop and share compelling data-based insights about the member experience and project impact with Product, Risk and other organizations; gain other organizations’ support for your projects; influence other organization’s roadmaps to deliver member and agent experience improvements
• Partner with Vendor Operations, Quality, Learning, Content and others to identify agent improvement opportunities; team up to execute on those opportunities
• Support launch readiness efforts for new products/features; work closely with Finance, Workforce Management, Vendor Operations and others to ensure operational readiness; provide impact analysis on the member and agent experiences and advocate for improvements
• Contribute to a culture of trust, collaboration and commitment to excellence

Preferred Qualifications

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

Benefits

• A thoughtful hybrid work policy that combines in-office days and trips to team and company-wide events depending on location to ensure you stay connected to your work and teammates, whether you’re local to one of our offices or remote
• Hybrid work perks like backup child, elder and/or pet care, as well as a subsidized commuter benefit
• 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