Sr. Program Manager, Live Chat
About the role As a Senior Program Manager for Live Chat, you will be responsible for defining our Live Chat strategy and roadmap, and program managing its execution. You will partner closely with Product, Systems, Vendor Operations and our lines of business to develop, test and implement data-driven hypotheses and solutions that enable frictionless, rapid, and high quality support experiences through Live Chat.We are looking for a self-starter, change agent, and exceptional problem solver with a demonstrated track record of steering cross-functional initiatives and delivering stellar operating outcomes. This role requires an experienced product operations manager who thrives in a fast-moving organization using lightweight processes, creative ideas, and quick iteration to make a significant impact.This role sits within our Channel, Agent and Social Experience team, which is part of Chimeās Operations & Member Experience Function. 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. The base salary offered for this role and level of experience will begin at $130,050 and up to $180,600. 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
Deeply understand member experiences across Chimeās suite of products
Make data-driven decisions in developing the strategy and roadmap for Live Chat experience
Lead collaboration across Product, Systems, Vendor Operations and Chimeās lines of business to identify and execute opportunities to improve Chimeās support experience through Live Chat
Be accountable for key performance indicators measuring the quality of member experience in the Live Chat
Advocate for our members and provide meaningful insights to internal teams working to improve the member experience.
To thrive in this role, you have
5+ years of cross-functional project management and/or product operations experience; you have worked closely with product managers through the lifecycle of product development to advocate for the customer while driving business outcomes
3+ years experience designing and project managing implementation of Live Chat solutions
Ability to leverage data to inform and support critical decisions (experience working in and with Customer Support data is a plus)
Excellent communication and presentation skills
Ability to synthesize disparate information quickly to develop a succinct, accurate summary of the opportunity/need.
Demonstrated ability to influence and foster strong working relationships with a diverse set of stakeholders
Comfortable in a fast-paced environment where vision remains the same but information may not be 100% available and priorities can change frequently
Ability and willingness to travel domestically and internationally, approx. 10% of the time.
BPO operations or consulting background preferred, but not required
A little about usAt Chime, we believe that everyone can achieve financial progress. We created Chimeāa financial technology company, not a bank*ā 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 trustāso we hold ourselves to the highest standards of integrity in everything we do. These aren’t just words on a wallāour 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’tāwho 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
A thoughtful hybrid work policy that combines in-office days and trips to team and company-wide events depending on location to ensure you stay connected to your work and teammates, whether youāre local to one of our offices or remote
Hybrid work perks like backup child, elder and/or pet care, as well as a subsidized commuter benefit
Competitive salary based on experience
āØ 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 Chimersāthink 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 canāt be done without a diverse team and inclusive environment. Thatās 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.We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. Chime is proud to be an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, Cook County Ordinance, and consistent with Canadian provincial and federal laws. If you have a disability or special need that requires accommodation, please let us know. To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice. ##LI-Remote #LI-EI1
Apply Now
Deeply understand member experiences across Chimeās suite of products
Make data-driven decisions in developing the strategy and roadmap for Live Chat experience
Lead collaboration across Product, Systems, Vendor Operations and Chimeās lines of business to identify and execute opportunities to improve Chimeās support experience through Live Chat
Be accountable for key performance indicators measuring the quality of member experience in the Live Chat
Advocate for our members and provide meaningful insights to internal teams working to improve the member experience.
To thrive in this role, you have
5+ years of cross-functional project management and/or product operations experience; you have worked closely with product managers through the lifecycle of product development to advocate for the customer while driving business outcomes
3+ years experience designing and project managing implementation of Live Chat solutions
Ability to leverage data to inform and support critical decisions (experience working in and with Customer Support data is a plus)
Excellent communication and presentation skills
Ability to synthesize disparate information quickly to develop a succinct, accurate summary of the opportunity/need.
Demonstrated ability to influence and foster strong working relationships with a diverse set of stakeholders
Comfortable in a fast-paced environment where vision remains the same but information may not be 100% available and priorities can change frequently
Ability and willingness to travel domestically and internationally, approx. 10% of the time.
BPO operations or consulting background preferred, but not required
A little about usAt Chime, we believe that everyone can achieve financial progress. We created Chimeāa financial technology company, not a bank*ā 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 trustāso we hold ourselves to the highest standards of integrity in everything we do. These aren’t just words on a wallāour 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’tāwho 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
A thoughtful hybrid work policy that combines in-office days and trips to team and company-wide events depending on location to ensure you stay connected to your work and teammates, whether youāre local to one of our offices or remote
Hybrid work perks like backup child, elder and/or pet care, as well as a subsidized commuter benefit
Competitive salary based on experience
āØ 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 Chimersāthink 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 canāt be done without a diverse team and inclusive environment. Thatās 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.We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. Chime is proud to be an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, Cook County Ordinance, and consistent with Canadian provincial and federal laws. If you have a disability or special need that requires accommodation, please let us know. To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice. ##LI-Remote #LI-EI1
Apply Now