Sr. Program Manager, Member Experience
New
C
ChimeFinTech
Remote, USAFull-TimeSenior
Salary$138,000 and up to $190,000
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Job Details
- Experience
- 5+ years
- Required Skills
- Data AnalysisMicrosoft Power BITableauComplianceStakeholder managementLookerProcess improvement
Requirements
- 5+ years of experience 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 teams.
- Strong analytical skills and experience using data visualization tools such as Looker, Tableau, or Power BI.
- 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.
- PMP certification (nice-to-have).
- MBA (nice-to-have).
- Consulting background (nice-to-have).
- Regulatory/compliance domain expertise (nice-to-have).
Responsibilities
- Own and maintain process documentation including SOPs, journey maps, and 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 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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