Program Manager

Chime is hiring a Program Manager to shape how Chime delivers a high-quality, high-trust experience for its members. This role focuses on product, policy, and process excellence across high-trust member-facing experiences. You will uncover friction across the member and agent journey, turn data into actionable insights, and drive scalable operational improvements. You will partner closely with Product, Risk, and other key business functions to ensure new features and policies are launched in a way that protects members and empowers agents. This is a high-visibility role with direct impact on CSAT, resolution rates, contact reduction, operational efficiency, and member trust.

• Own and maintain process documentation (SOPs, journey maps, knowledge base content)
• Drive operational excellence by streamlining and automating agent functions
• Identify friction points across the member and agent journey and implement scalable solutions
• Influence cross-functional roadmaps using data-driven insights
• Partner with cross-functional teams such as Product, Legal, Risk, Vendor Ops, Quality, and Learning to optimize agent performance
• Ensure operational readiness and assess support impact for new features and policy changes
• Lead initiatives that measurably improve CSAT, resolution rates, and contact rate

• 5+ years leading end-to-end programs in Customer Experience, Operations, or Product Experience in regulated environments with strong compliance awareness
• Demonstrated cross-functional partnership across Product, Compliance, Risk, and Ops
• Strong analytical skills and experience using Looker, Tableau, Power BI, or similar tools
• Proven ability to break down complex problems and influence roadmap direction
• Experience building scalable processes that improved member experience metrics
• Strong executive communication and stakeholder influence skills

• PMP certification
• MBA
• Consulting background
• Regulatory/compliance domain expertise

The base salary for this role begins 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 location, skills, qualifications, and experience.

Benefits include comprehensive health, financial, and wellbeing benefits; generous vacation policy and company-wide paid days off; annual wellness stipend; up to 22 weeks of paid parental leave for birthing parents and 12 weeks for non-birthing parents; family planning reimbursement; backup child, elder, and pet care; and subsidized commuter benefits for eligible employees.

Chime is a financial technology company, not a bank, that offers fee-free banking services through its partners. Chime is the largest and fastest-growing U.S. player in the challenger-banking space, valued at over $14.5B.