Senior Program Manager, Chime

• 4+ years of leading AI governance programs for customer facing Gen AI experiences and working with product, engineering, compliance, and operations teams
• 7+ years of experience leading cross-functional initiatives in product management, program management, or consulting, ideally in customer experience
• 5+ years developing product roadmaps and working with product, engineering and operations teams
• Excellent communication skills with the ability to translate complex AI concepts to non-technical stakeholders
• Strong project management experience; you have a demonstrated track record of multi-tasking and coordinating efforts across multiple stakeholders
• Strong ability to understand and synthesize insights into meaningful and actionable steps
• Excellent communication and presentation skills; a track record of successful engagement of both internal and external stakeholders
• Ability to synthesize disparate information quickly to develop a succinct, accurate summary of the opportunity/need
• Demonstrated the ability to influence and foster deep positive relationships with external partners
• 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

Desirable

• As a Senior Program Manager of the Member and Agent Intelligence Operations team, you are a key member of the Member Strategy & Experience Operations organization responsible for delivering successful insights, initiatives and recommendations to improve our member experience in our Gen AI customer facing channels
• As a program leader, you will develop and implement critical governance frameworks, controls, and processes and work across Compliance, Operations, Legal, Product, Engineering, and AI vendors on a daily basis
• You will use quantitative and qualitative analysis to help Chime identify areas of opportunity that provide the most value towards our KPIs
• You will use various points of data to develop insights, turn those insights into recommendations, and through your cross-functional partnerships, help launch initiatives to improve the member and agent experience
• Using your relationships & your ability to manage change, you will help the organization rally around your initiatives and be able to tell the story of how your initiatives met your targeted goals
• Develop and implement governance, compliance, and QA frameworks for Chime’s customer facing Gen AI voice and chatbots to enable and optimize channels for scale
• Establish clear program structure, operating rhythms, decision forums, and escalation paths across Product, Engineering, Legal, Compliance, Risk, Trust & Safety, and CX
• Define and maintain governance standards, documentation, and artifacts (e.g., model cards, risk assessments, launch checklists, approval gates)
• Partner with Compliance, Legal, Product, Engineering, and Operations teams and external vendors in the implementation and execution of the frameworks and business controls
• Develop a set of key governance metrics in partnership with key stakeholders and build associated dashboards
• Own and drive a regular meeting rhythm and reporting cadence for all key stakeholders, including key insights
• Develop and roll out incident playbooks with key stakeholders including workflows, R&R, SLAs
• Develop frameworks for automated evaluations including test criteria, sign-off processes, and launch KPIs
• Build a Gen AI operations launch playbook and ChatGPT tool for internal stakeholders
• Translate compliance, QA, business and technical requirements into roadmap deliverables
• Deep dive into performance data for the voice and chat channels to understand the key drivers for key metrics
• Partner closely with IVR and AR tools, platforms, and vendors to improve and optimize performance