Senior Program Manager

About the roleAs a SeniorProgram Manager on Chime’s Member Experience (MX) team, you’ll directly influence and drive the strategy for the support experience for new products we launch at Chime. You’ll also be directly responsible for driving down the need to contact Member Services at all by partnering with different cross-functional teams across Chime to influence roadmaps that drive the best possible member experience through self-service. Within the Spending team, the experiences you’ll focus on will revolve around anything that relates to payments, cards, transfers, and the way that people move money cards, transactions, and transfers—anything that touches how payments operate you’ll effectively oversee. Your mission is to deliver high-quality, efficient, and member-first experiences that reduce the need for support, drive automation, and improve the member experience long-term.The base salary offered for this role and level of experience will begin at $138,000.00 and up to $190,000.00. 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:Manage entry points, routing, automation, knowledge management, and resolution quality for several of our new products and our core cards, transactions, and transfer products.Partner directly with Product, Engineering, Analytics, and other teams to deliver new features and products, where you’ll focus on how we optimize for member experience.Use analytics to prioritize high-impact initiatives, track outcomes, and inform decision-making.Partner with Analytics, Ops, Product, and other teams to test support flows (e.g., A/B, holdouts), evaluate outcomes, and scale what works.Be accountable for how often members contact Chime for our specific products and features, helping shape roadmaps that solve member issues before they even need to contact us.Drive standard operating procedures and workflows that are compliant and up-to-date at the same velocity that our products change.Translate contact taxonomy, NPS/voice of customer insights, quality assurance data, and sentiment data into a clear plan that drives measurable impact on contact rate and other member service metricsTo 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 environmentPartnering with Product, Engineering, or Analytics to design and deliver support tooling or automationUsing data and insights (e.g., NPS, contact drivers, AHT) to shape priorities and measure impactLeading process optimization, knowledge management, or quality initiatives within customer experience organizationsWorking with outsourced or vendor operations teams to drive consistent experience and performanceMember-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 Member Experience, 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 and use them to guide prioritization and assess impact—you have experience with tools like Power BI, Tableau, Looker, or other data exploration tools and feel comfortable navigating them.Adaptability and Resilience: You stay grounded and focused through ambiguity, leading others through change with composure and clarity.A little about usAt 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