Program Manager at Chime

About the Role As a Program Manager on Chime’s Member Experience (MX) team, you’ll own the support experience for the lines of business (LOBs) within our core member experiences across cards, transactions, and transfers—anything that touches how payments operate you’ll effectively oversee. You’ll also support many of Chime’s new Product verticals we go to market with, so get a chance to influence the experience for our most innovative features. Your mission is to deliver a high-quality, efficient, and member-first support journey that lifts satisfaction, drives automation, and empowers agents to deliver the best possible experience. You’ll translate member insights, operational data, and frontline feedback into an actionable Support NPS roadmap, collaborating closely with CX Operations, Vendor Management, and Product/Engineering teams to bring improvements to life. This role requires a blend of strategic problem solving, cross-functional influence, and a bias for action. The base salary offered for this role and level of experience will begin at $116,000.00 and up to $160,000.00. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience. In this Role, You Can Expect To: • Own the End-to-End Support Journey: Manage entry points, routing, automation, knowledge management, and resolution quality for several of our new products and our core cards, transactions, and transfer products. • Build and Execute the Support NPS Roadmap: Translate contact taxonomy, NPS/VOC insights, QA results, and sentiment data into a clear plan that drives measurable impact on sNPS, FCR, and containment. • Lead with Data: Use analytics to prioritize high-impact initiatives, track outcomes, and inform decision-making. • Run Experiments and Drive Continuous Improvement: Partner with Analytics and Ops to test support flows (e.g., A/B, holdouts), evaluate outcomes, and scale what works. • Collaborate Cross-Functionally: Partner with Product and Engineering to define requirements for support tooling and automation; with Ops to land process changes; and with Risk/Compliance to ensure accuracy and consistency. • Empower Agents and Vendors: Create feedback loops that surface insights from the frontlines, improve content and training, and enhance agent performance and satisfaction. • Champion Operational Excellence: Maintain compliant SOPs, refine workflows, and ensure that process and knowledge updates keep pace with product evolution. To Thrive in This Role, You Have: • 6+ years of experience driving improvements in complex, cross-functional environments — ideally in customer experience, program management, operations, or product enablement roles. You’ve managed initiatives that improved customer satisfaction, automation, or efficiency in service or support ecosystems. • Experience in one or more of the following areas is especially valuable: • Managing end-to-end support or customer journeys in a high-growth environment • Partnering with Product, Engineering, or Analytics to design and deliver support tooling or automation • Using data and insights (e.g., NPS, contact drivers, AHT, containment) to shape priorities and measure impact • Leading process optimization, knowledge management, or quality initiatives within CX organizations • Working with outsourced or vendor operations teams to drive consistent experience and performance • Member-Obsessed Mindset: You act as the voice of the member in every decision, ensuring that improvements elevate satisfaction and trust. • Strong Ownership Mentality: You independently drive programs from insight to execution, balancing urgency with rigor and transparency. • Cross-Functional Influence: You navigate complex partnerships across CX Ops, Product, and Risk, building trust through credibility, clarity, and results. • Strategic Problem-Solving Skills: You break down complex challenges, use structured frameworks, and anticipate downstream implications to deliver sustainable solutions. • Data-Driven Decision Making: You can interpret trends from multiple data sources (NPS, FCR, taxonomy, AHT) and use them to guide prioritization and assess impact. • Adaptability and Resilience: You stay grounded and focused through ambiguity, leading others through change with composure and clarity. • Communication Excellence: You can simplify complex concepts, craft compelling narratives, and engage diverse audiences—executive, technical, and operational. Chime Core Values You’ll Embody • Be Member Obsessed: You seek deep understanding of our members’ needs and turn insights into better outcomes. • Be Bold: You set ambitious goals, challenge assumptions, and take calculated risks to drive meaningful change. • Win Together: You build trust and foster open, honest collaboration across diverse teams. • Be an Owner; Respect the Rules: You act with integrity, own outcomes, and ensure every improvement is built responsibly. #LI-EI1 #LI_Remote A little about us At Chime, we believe that everyone can achieve financial progress. We created Chime—a financial technology company, not a bank*—on the premise that core banking services should be helpful, easy, and free. Through our user-friendly tools and intuitive platforms, we empower our members to take control of their finances and work towards their goals. Whether it's starting a savings account, purchasing a first car or home, launching a business, or pursuing higher education, we're proud to have helped millions unlock their financial potential. We're a team of problem solvers, dreamers, and builders with one shared obsession: our members. From day one, Chimers have worked tirelessly to out-hustle and out-execute competitors to bring our mission to life. Their grit and determination inspire us to work harder every day to deliver the very best experience possible. We each bring an owner's mindset to our work, refusing to be outdone and holding ourselves accountable to meet and exceed the highest bars for our teams, our company, and our members. We believe in being bold, dreaming big, and taking risks, while also working together, embracing our diverse perspectives, and giving each other honest feedback. Our culture remains deeply entrepreneurial, encouraging every Chimer to see themselves as stewards of our mission to help everyday Americans unlock their financial progress. We know that to achieve our mission, we must earn and keep people's trust—so we hold ourselves to the highest standards of integrity in everything we do. These aren't just words on a wall—our values are embedded in every aspect of our business, serving as a north star that guides us as we work to help millions achieve their financial potential. Because if we don't—who will? *Chime is a financial technology company, not a bank. Banking services provided by The Bancorp Bank, N.A. or Stride Bank, N.A., Members FDIC. What we offer for our full-time, regular employees • 🏢 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. • 💻 In-office perks including backup child, elder, and/or pet care, plus a subsidized commuter benefit to support your regular commute • 💰 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 We know that great work can’t be done without a diverse team and inclusive environment. That’s why we specifically look for individuals of varying strengths, skills, backgrounds, and ideas to join our team. We believe this gives us a competitive advantage to better serve our members and helps us all grow as Chimers and individuals. Chime is proud to be an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, genetic information, veteran status, or any other legally protected basis under provincial, federal, state, and local laws, regulations, or ordinances. We will also consider qualified applicants with criminal histories in a manner consistent with the requirements of state and local laws, including the San Francisco Fair Chance Ordinance, Cook County Ordinance, NYC Fair Chance Act, and the LA City Fair Chance Ordinance, and consistent with Canadian provincial and federal laws. If you have a disability or special need that requires accommodation during any stage of the application process, please contact: [Upgrade to PRO to see contact]. To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice.