Chime Financial, Inc - Program Manager

• high-quality, efficient, and member-first support journey • You’ll translate member insights, operational data, and frontline feedback into an actionable Support NPS roadmap, collaborating closely with CX Operations, Vendor Management, and Product/Engineering teams to bring improvements to life. This role requires a blend of strategic problem solving, cross-functional influence, and a bias for action. • Support NPS roadmap • strategic problem solving • cross-functional influence • bias for action • 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. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience. • Experience in one or more of the following areas is especially valuable: • Managing end-to-end support or customer journeys in a high-growth environment • Partnering with Product, Engineering, or Analytics to design and deliver support tooling or automation • Using data and insights (e.g., NPS, contact drivers, AHT, containment) to shape priorities and measure impact • Leading process optimization, knowledge management, or quality initiatives within CX organizations • Working with outsourced or vendor operations teams to drive consistent experience and performance • Member-Obsessed Mindset: You act as the voice of the member in every decision, ensuring that improvements elevate satisfaction and trust. • Member-Obsessed Mindset: • Strong Ownership Mentality: You independently drive programs from insight to execution, balancing urgency with rigor and transparency. • Strong Ownership Mentality: • Cross-Functional Influence: You navigate complex partnerships across CX Ops, Product, and Risk, building trust through credibility, clarity, and results. • Cross-Functional Influence: • 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 (NPS, FCR, taxonomy, AHT) and use them to guide prioritization and assess impact. • Data-Driven Decision Making: • Adaptability and Resilience: You stay grounded and focused through ambiguity, leading others through change with composure and clarity. • Adaptability and Resilience: • Communication Excellence: You can simplify complex concepts, craft compelling narratives, and engage diverse audiences—executive, technical, and operational. • Communication Excellence: • Chime Core Values You’ll Embody • Be Member Obsessed: You seek deep understanding of our members’ needs and turn insights into better outcomes. • Be Member Obsessed: • Be Bold: You set ambitious goals, challenge assumptions, and take calculated risks to drive meaningful change. • Be Bold: • Win Together: You build trust and foster open, honest collaboration across diverse teams. • Win Together: • Be an Owner; Respect the Rules: You act with integrity, own outcomes, and ensure every improvement is built responsibly. • Be an Owner; Respect the Rules: • #LI-EI1 #LI_Remote