Sr. Program Manager, Member Experience
New
C
ChimeFinTech
Fully remote programFull-TimeSenior
Salary$138,000 and up to $190,000
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Job Details
- Experience
- 5+ years
- Required Skills
- Microsoft Power BITableauComplianceLookerRisk Management
Requirements
- 5+ years leading end-to-end programs in Customer Experience, Operations, or Product
- Experience operating 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
Responsibilities
- 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 various 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
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