Senior Program Manager, Live Chat

Summary

Join Chime as a Senior Program Manager for Live Chat and define the Live Chat strategy and roadmap, managing its execution. Partner with Product, Systems, Vendor Operations, and lines of business to develop and implement data-driven solutions for high-quality support experiences. As a self-starter and problem solver, you will lead cross-functional initiatives and deliver excellent operating outcomes. This role requires an experienced product operations manager thriving in a fast-paced environment. The position offers a competitive salary, bonus, equity package, and benefits. The base salary ranges from $130,050 to $180,600, depending on location, skills, and experience. This role is within the Channel, Agent, and Social Experience team, part of Chime’s Operations & Member Experience Function.

Requirements

• 5+ years of cross-functional project management and/or product operations experience; you have worked closely with product managers through the lifecycle of product development to advocate for the customer while driving business outcomes
• 3+ years experience designing and project managing implementation of Live Chat solutions
• Ability to leverage data to inform and support critical decisions (experience working in and with Customer Support data is a plus)
• 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

Responsibilities

• 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

Preferred Qualifications

BPO operations or consulting background

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