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ManagerFull-timeRustRailsAWSAI
Salary Range
$115,600 - $156,400 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Program Manager to join our Systems Enablement team at Chime. This role involves leading the governance, lifecycle, and operational extensibility of our contact center platform as we modernize our ecosystem.
Key Responsibilities
- →Lead governance and lifecycle management for our CCaaS platform, ensuring clear standards for onboarding, integrations, support, and change management
- →Partner cross-functionally across OMX, Engineering, Product, Trust & Safety, and vendors to deliver routing, telephony, and omnichannel initiatives in alignment with project milestones
- →Translate business and operational needs into scalable program plans - balancing reliability today with extensibility for future automation and AI
- →Establish and maintain program-level controls: timelines, risk management, dependency mapping, executive reporting, and compliance alignment
- →Drive responsible onboarding of new tools and integrations into the contact center ecosystem, defining what “good” looks like from intake through sustainment
- →Build and document governance guardrails that reduce single-threaded ownership and enable shared support models across Systems Enablement
- →Champion operational readiness for us to sustain and scale by ensuring monitoring, documentation, knowledge transfer, and post-launch support models are in place before implementation milestones
Requirements
- ✓5+ years of experience leading large-scale technology or contact center transformation programs (CCaaS, CRM, or routing platforms preferred)
- ✓Hands-on experience implementing or managing modern CCaaS platforms (e.g., Genesys Cloud, NICE, CXOne, Salesforce, or similar), with a strong understanding of routing, telephony, and omnichannel workflows
- ✓Experience in building and maintaining contact center solutions, and comfort communicating the business case for change decisions and long-term value for investment
- ✓Demonstrated success building governance frameworks that balance agility with compliance, reliability, and scale
- ✓Experience translating technical solutions into clear business outcomes for operational and executive audiences
- ✓Strong program management fundamentals - risk management, dependency tracking, stakeholder alignment, and executive-ready reporting
- ✓A systems mindset: you think beyond “launch” and focus on lifecycle, sustainability, documentation, and shared ownership
- ✓Adept at leveraging AI-powered tools and platforms for personal and professional use, and to act as a champion for AI adoption across teams
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