Senior Program Manager, Core Experience

Summary

Join Chime as a Senior Program Manager in Core Experience and play a vital role in shaping how Chime delivers high-quality support to its members. You will leverage data-driven insights and collaborate cross-functionally to identify and resolve friction points, implement operational improvements, and develop scalable solutions to enhance both agent accuracy and member satisfaction. This highly visible role offers the opportunity to significantly impact member growth and satisfaction. The base salary starts at $130,050 and goes up to $180,600, with additional benefits including a bonus, competitive equity package, and comprehensive benefits. The actual salary may be higher depending on location, skills, and experience. This role is remote-friendly.

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
• 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

Responsibilities

• 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

Preferred Qualifications

Preference for candidates with deep experience operating in a regulated environment and firm understanding of how compliance considerations inform program management

Benefits

• Competitive salary based on experience
• 401k match
• 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-office perks including backup child, elder, and/or pet care, plus a subsidized commuter benefit to support your regular commute
• A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help millions unlock financial progress
• 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