Senior Program Manager, Chime
Live Chat
$130.1-180.6k
Eligible for a bonus + Equity package
Mobile banking for the everyday person
Job no longer available
Mobile banking for the everyday person
1001+ employees
Job no longer available
$130.1-180.6k
Eligible for a bonus + Equity package
1001+ employees
Company mission
To make financial peace of mind a reality for millions of everyday people.
Role
Who you are
- We are looking for a self-starter, change agent, and exceptional problem solver with a demonstrated track record of steering cross-functional initiatives and delivering stellar operating outcomes
- 5+ years of cross-functional project management and/or product operations experience; you have worked closely with product managers through the lifecycle of product development to advocate for the customer while driving business outcomes
- 3+ years experience designing and project managing implementation of Live Chat solutions
- Ability to leverage data to inform and support critical decisions (experience working in and with Customer Support data is a plus)
- Excellent communication and presentation skills
- Ability to synthesize disparate information quickly to develop a succinct, accurate summary of the opportunity/need
- Demonstrated ability to influence and foster strong working relationships with a diverse set of stakeholders
- 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
- BPO operations or consulting background preferred, but not required
What the job involves
- As a Senior Program Manager for Live Chat, you will be responsible for defining our Live Chat strategy and roadmap, and program managing its execution
- You will partner closely with Product, Systems, Vendor Operations and our lines of business to develop, test and implement data-driven hypotheses and solutions that enable frictionless, rapid, and high quality support experiences through Live Chat
- This role requires an experienced product operations manager who thrives in a fast-moving organization using lightweight processes, creative ideas, and quick iteration to make a significant impact
- This role sits within our Channel, Agent and Social Experience team, which is part of Chime’s Operations & Member Experience Function
- Deeply understand member experiences across Chime’s suite of products
- Make data-driven decisions in developing the strategy and roadmap for Live Chat experience
- Lead collaboration across Product, Systems, Vendor Operations and Chime’s lines of business to identify and execute opportunities to improve Chime’s support experience through Live Chat
- Be accountable for key performance indicators measuring the quality of member experience in the Live Chat
- Advocate for our members and provide meaningful insights to internal teams working to improve the member experience
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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