About the Role

Chime is building a world-class customer (member) experience. Wrapped around our industry-leading product suite, the member experience is a critical part of why we’re the most loved checking account in America. We are obsessed with delivering frictionless experiences, providing self-service and automated capabilities to help members solve their own issues, creating virtual communities for members to support each other, and providing excellent service when members do choose to contact us. Our member obsession shows up in every part of the member experience.

As a Senior Program Manager of Quality, you are a key member Operations and Member Experience organization responsible for delivering successful insights, initiatives and recommendations to improve how our agents interact with our members, and how our leaders drive performance through coaching. As a program leader, 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 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.

The base salary offered for this role and level of experience will begin at $116,100 and up to $161,300. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.

In this role, you can expect to 

• Work directly with vendor quality teams to drive compliance, performance, and consistency across all member-facing and backoffice operational teams.
• Work in the gray, i.e. self-start, be innovative and not be afraid to fail.
• Partner with our vendors, vendor management, CX team, and PMO on continuously improving the agent and member experience.
• Analyze various data points to identify improvement opportunities and help develop measurable action plans.
• Utilize various AI/ML & data visualization tools and data to help derive root cause analysis.
• Represent Quality for any change management initiatives.
• Develop compelling business cases that capture the opportunities to improve Chime’s Member Experience.
• Develop subject-matter expertise on Quality and share those cross-functionally.

To thrive in this role, you have 

• 5+ years of experience in contact center quality assurance or operations functions in a large organization (preferably geographically diverse or global).
• Experience using data visualization tools (Tableu, Looker, etc.) to develop insights and recommendations.
• Experience presenting compelling, data-based recommendations to cross-functional key stakeholders at all levels of the business.
• Comfort in working in a fast-paced, high-growth, global contact center environment.
• Advanced Microsoft Office or G Suite skills.
• Ability and willingness to travel domestically and internationally, approx. 10% of the time (post COVID).

A little about us

We created Chime because we believe everyone deserves financial peace of mind. By eliminating unnecessary fees and helping people grow their savings automatically, we’ve empowered millions of Americans to take control of their finances. 

Chime is the largest and fastest-growing U.S. player in the challenger-banking space. Through our banking partners, we offer access to bank accounts with fee-free overdraft, provide members the chance to receive early access to their paychecks, help them improve their credit, and more!

We’ve built one of the most experienced leadership teams in Fintech and were recently valued at over $25.5B. We’ve raised over $1.7B in funding from leading investors including Sequoia Capital Global Equities, SoftBank Vision Fund 2, General Atlantic, Tiger Global, Dragoneer, DST, Coatue, Iconiq, Menlo Ventures and others.

What we offer

• 💰 Competitive salary based on experience
• ✨ 401k match plus the usual medical, dental, vision, life, and disability benefits
• 🏝 Generous vacation policy and company-wide Take Care of Yourself Days
• 🖥  Virtual events to connect with your fellow Chimers- think cooking classes, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too!
• 💚  A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help create a completely new kind of banking service

We know that great work comes from great, and inclusive teams. At Chime, we specifically look for individuals of varying strengths, skills, backgrounds, and ideas. We believe this gives us a competitive advantage to better serve our members and helps us all grow as Chimers and individuals.

We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. Chime is proud to be an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance. If you have a disability or special need that requires accommodation, please let us know. To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice

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