Chime · 1 week ago

Program Manager

United States

Full-time

Remote

Mid Level

$104K/yr - $144K/yr

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Financial Services

Insider Connection @Chime

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Responsibilities

Own projects end-to-end; take full responsibility for the planning, execution, and successful completion of projects, ensuring all key milestones are met and objectives are achieved with high quality and efficiency to drive improvement to key member experiences

Proactively find opportunities; continuously track trends and program-specific processes to uncover and identify new opportunities for improvement, growth, and innovation within the program

Own and maintain support process documentation for Identity & Fraud Experience (e.g., member journey maps, knowledge base library, standard operating procedures); act as a subject matter expert of the member experience and fraud processes

Be responsible for metrics related to Member Experience, re-enablement rate, agent efficiency and accuracy; continuously analyze data and identify areas of friction in the member experience while balancing the safety and security of our Members

Develop and share compelling data-based insights about the member experience 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, Risk, and others to identify agent improvement opportunities; team up to complete 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

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Program ManagementBusiness OperationsProduct ManagementFraud OperationsRisk OperationsFinanceSQLData VisualizationLookerTableauMicrosoft Power BIProject ManagementProblem-SolvingClear CommunicationPresentation SkillsCollaborationTeamworkPrioritizationAdaptabilityMotivationContinuous LearningProcess managementRisk managementFraud managementContinuous improvement

Required

Experience in program management, business operations, product operations, product management, fraud operations, risk operations, finance, or similar analytical roles

Ability to use 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

Proven expertise in owning complex projects end-to-end

Ability to effectively influence peers and cross-functional team members, such as product managers, data analysts, operations analysts and risk in building operations processes and systems

Clear and concise communication and excellent presentation skills; ensuring alignment in all channels and at all levels

Ability to complete work independently while fostering collaboration and facilitating teamwork

Experience proactively identifying opportunities, scoping and prioritizing to ensure projects are streamlined, performed in a timely manner and impacts are appropriately measured

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