Program Manager, Chime
Dispute Experience
$103.7-144k
+ Bonus + Equity package,
Mobile banking for the everyday person
Open for applications
Mobile banking for the everyday person
1001+ employees
Open for applications
$103.7-144k
+ Bonus + Equity package,
1001+ employees
Company mission
To make financial peace of mind a reality for millions of everyday people.
Role
Who you are
- 6+ years experience in product operations, product management, program management, consulting, or similar analytical roles at a financial services organization
- 3+ years of experience with Card Issuer Dispute Operations (Reg E and/or Reg Z)
- Knowledge of common dispute fraud types and mitigation tactics
- Ability to leverage data to inform and support critical decisions; candidates will have foundational SQL and data visualization experience using tools like Looker, Tableau, or Microsoft Power BI
- Experience working with cross-functional teams such as product managers, data analysts, operations analysts in building operations processes and systems
- Preference for candidates with deep experience in process management and continuous improvement
- Excellent communication and presentation skills; ability to foster collaboration and facilitate teamwork
- Ability to effectively identify, prioritize, and handle multiple work streams simultaneously in a dynamic and rapidly-changing environment
- Highly motivated self-starter with a desire to grow and learn
What the job involves
- As a Program Manager in Member Experience, you will play a key role in creating a high-quality dispute experience for members and operational efficiency for dispute resolution agents
- You will develop deep expertise on the processes and be responsible for driving strategic initiatives, with a particular focus on member satisfaction, fraud mitigation and agent accuracy metrics
- Through data-driven insights, you will develop process improvements that reduce customer friction and drive automation to mitigate fraud and reduce the cost of supporting claims
- You will operationalize these changes through strong project management in partnership with Operations, Risk, Product and others
- Own and improve process documentation (e.g., member journey maps, knowledge base library, standard operating procedures), acting as a subject matter expert of the dispute resolution process and experienceBe responsible for metrics related to operational performance, compliance, risk and fraudContinuously analyze data and identify areas of friction, scope problem statements, build project plans, and own execution to drive improvement to key metrics
- Develop and share compelling data-based insights about the member experience and project impact with Product, Risk and other organizations; gain other organizations’ support for your projects; influence other organization’s roadmaps to deliver member and agent experience improvements
- Partner with Vendor Operations, Quality, Learning, Content and others to identify agent improvement opportunities; team up to execute on those opportunities
- Support launch readiness efforts for new products/features; work closely with Finance, Workforce Management, Vendor Operations and others to ensure operational readiness; provide impact analysis on the member and agent experiences and advocate for improvements
- Contribute to a culture of trust, collaboration and commitment to excellence
Our take
Chime is part of the growing realm of fintech banks and providers, emphasizing straightforward, cost-effective banking solutions. It cuts the expenses tied to basic bank accounts and provides users with greater autonomy in managing their finances.
In contrast to many traditional banks that levy steep fees and hefty penalties for overdrafts while offering meager interest rates on savings, Chime addresses a crucial gap in the banking sector. Its primary focus is on catering to individuals with modest savings who seek the convenience of automated digital banking.
With a remarkable ascent in its trajectory, Chime's current valuation stands at $25.5B, a staggering $23.5B surge from its early 2019 valuation, underscoring its impressive and swift expansion. However, competition remains fierce, with other neobanks like Ally offering similar features and vying for the same customer base.
Freddie
Company Specialist at Welcome to the Jungle
Insights
0% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Aug 2021
$750m
SERIES G
Sep 2020
$485m
SERIES F
Total funding: $2.0bn
Company benefits
- Physical: We believe in taking care of your physical health, so as a Chimer you’ll get medical, dental, and vision insurance, as well as benefits to support your physical activity, family planning, and all of your little Chimers
- Emotional: We know that staying healthy involves a lot more than doctor’s checkups. We partner with Modern Health to help you navigate your mental health, give monthly Take Care of Yourself Days, and want you to take time off when you need it
- Financial: We want Chimers to save and feel financially supported, so we offer savings plans with competitive matching, as well as access to financial planning and legal assistance so that you can find your financial peace of mind
- Social: We’ll celebrate your milestones together with travel stipends, swag, and high-fives and make sure you’re connected to fellow Chimers through our Chime Resource Groups (CRGs) and company events
Company HQ
Nob Hill, San Francisco, CA
Leadership
Chris Britt
(Co-Founder & CEO)Chris worked as an Accenture Management Consultant for 4 years before roles at CMGI, Comscore Networks, and Visa. They left their position as an SVP of Corporate Development at Green Dot Corporation to co-found Chime in November 2012.
Ryan King
(Co-Founder)Ryan worked at Plaxo for 8 years, first as Lead Engineer and then working their way up to VP of Engineering & COO. They went on to be CTO & Vice President at Comcast Silicon Valley Innovation Centre before co-founding Chime.
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