81 applicants

Company

Chime · 22 hours ago

Senior Manager, Digital Service Experience

United States

Full-time

Remote

Senior Level

$169K/yr - $239K/yr

5+ years exp

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Responsibilities

Cross functional leadership; Work closely with product, engineering and operations leaders; Develop a track record of leading, sponsoring and/or delivering initiatives that improve the IVR, Chatbot, Voicebot and Live Chat experience

Drive execution through people by helping set clear goals, navigate through ambiguity, define roles, and measure results. Inspire a team of self-starters, change agents, and exceptional problem solvers who can steer cross-functional initiatives and deliver stellar operating outcomes.

Be a mentor; Develop team members and foster a culture of innovation, collaboration and continuous improvement. Assist the team to make data-driven decisions in developing the roadmap to improve the Digital/Channel service experience

Enable growth; Maintain a high bar in terms of product thinking and analytical depth for your team through selective hiring and mentorship.

Nurture talent; Focus on building a team of diverse individuals who feel supported, valued and empowered to accomplish ambitious business and professional goals.

Be an advocate; Create and align your team around a compelling vision and connect individual work to current and longer-term company and team goals.

Drive clarity; Understand complex business problems and break them down into a structured approach.

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.

Customer service strategyGenerative AIIVR systemsLive Chat managementPeople managementCX Systems of EngagementProduct operationsProgram managementCRM experienceLookerTableauConversational AIProcess improvementTeam mentorshipDiversity building

Required

5+ years of experience in formulating a customer service channel strategy (Interactive Voice Response (IVR), Live Chat, Generative AI Bots) and driving results; exposure to CX Systems of Engagement from third party vendors such as Twilio, Five9, and/or NICE

5+ years of direct people management experience

5+ years of experience in product operations, program management, and/or consultancy roles

Strong analytical and problem-solving skills. Ability to leverage data to inform and support critical decisions. CRM, Looker (or Tableau) experience necessary.

Hands-on experience in Generative AI and conversational AI tools/applications

Demonstrated experience in overseeing large programs and creating process improvement workflows

Exercise sound judgment in the development of solutions for a dynamic and innovative business

Possess outstanding communication skills; you are able to articulate complex concepts in a clear manner

Have the ability to work independently and flexibly while ensuring appropriate transparency and escalation when necessary

Work for a fast-paced, high-growth organization with occasional travel.

Preferred

BPO exposure/experience is a plus.

Benefits

Hybrid work perks like backup child, elder and/or pet care, as well as a subsidized commuter benefit

401k match plus great medical, dental, vision, life, and disability benefits

Generous vacation policy and company-wide Chime Days, bonus company-wide paid days off

1% of your time off to support local community organizations of your choice

Annual wellness stipend to use towards eligible wellness related expenses

Up to 24 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents

Access to Maven, a family planning tool, with $15k lifetime reimbursement for egg freezing, fertility treatments, adoption, and more.

In-person and virtual events to connect with your fellow Chimers—think cooking classes, guided meditations, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too!

Company

Chime

Glassdoor

3.6

Chime is a financial technology company that offers mobile banking services.

Founded in 2012

San Francisco, California, USA

1001-5000 employees

https://www.chime.com

H1B Sponsorship

Chime has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

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Trends of Total Sponsorships

2023 (65)

2022 (58)

2021 (107)

2020 (47)