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SeniorFull-timeRustAWSAI
Salary Range
$66,300 - $89,700 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
Chime is seeking a Program Manager of Member and Agent Intelligence Operations to lead initiatives that improve member experience through Gen AI customer-facing channels. This role involves developing governance frameworks, controls, and processes while collaborating across multiple departments.
Key Responsibilities
- →Develop and implement governance, compliance, and QA frameworks for Chime’s customer-facing Gen AI voice and chatbots
- →Establish clear program structure and operating rhythms across Product, Engineering, Legal, Compliance, and CX teams
- →Define and maintain governance standards, documentation, and artifacts
- →Partner with various teams and vendors in implementing business controls
- →Develop governance metrics and build associated dashboards
- →Drive regular meeting rhythms and reporting cadence for stakeholders
- →Develop incident playbooks and workflows
- →Build Gen AI operations launch playbook and tools
- →Analyze performance data for voice and chat channels
- →Optimize performance with IVR and AR tools
Requirements
- ✓4+ years of experience leading AI governance programs for customer-facing Gen AI experiences
- ✓7+ years of experience leading cross-functional initiatives in product or program management
- ✓5+ years developing product roadmaps and working with product, engineering, and operations teams
- ✓Excellent communication skills to translate complex AI concepts
- ✓Strong project management experience with multi-tasking abilities
- ✓Ability to synthesize insights into actionable steps
- ✓Excellent communication and presentation skills
- ✓Ability to influence external partners
- ✓Comfortable in a fast-paced environment
- ✓Willingness to travel domestically and internationally (10%)
- ✓Summary Bullets
- ✓Lead AI governance programs for customer-facing Gen AI experiences
- ✓Develop and implement governance frameworks and controls
- ✓Collaborate across multiple departments including Compliance, Legal, and Engineering
- ✓Analyze performance data to identify key drivers for metrics
- ✓Build dashboards and reporting mechanisms for stakeholders
- ✓Requirement Bullets
- ✓4+ years of experience with AI governance programs
- ✓7+ years of cross-functional initiative leadership
- ✓5+ years of product roadmap development
- ✓Excellent communication and project management skills
- ✓Ability to synthesize insights and influence stakeholders
- ✓Benefit Bullets
- ✓Competitive salary and 401k match
- ✓Medical, dental, vision, life, and disability benefits
- ✓Generous vacation policy and company-wide paid days off
- ✓Community support time off and wellness stipend
- ✓Paid parental leave and family planning tool access
