Program Manager, Member Experience

About the Role: We're hiring a Program Manager to help shape how Chime delivers a high-quality, high-trust experience for our members. This role focuses on product, policy, and process excellence across high-trust member-facing experiences. You'll uncover friction across the member and agent journey, turn data into actionable insights, and drive scalable operational improvements, partnering with Product, Risk, and other functions to ensure new features and policies protect members and empower agents. This high-visibility role directly impacts 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 (Product, Legal, Risk, Vendor Ops, Quality, 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
• Nice-to-have: PMP certification, MBA, Consulting background, Regulatory/compliance domain expertise

Compensation: 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.

Benefits: Full-time regular employees enjoy benefits including backup child, elder, and pet care, subsidized commuter benefits, comprehensive health, financial, and wellbeing benefits, generous vacation policy and company-wide paid days off, 1% time off for community support, annual wellness stipend, up to 22 weeks paid parental leave for birthing parents and 12 weeks for non-birthing parents, and family planning reimbursement.

Application: Apply via the provided Greenhouse link.