Analytics Manager, Support Experience Analytics
About the role
We are hiring a manager to build and lead an analytics team that is responsible for the success of our member support experience. Your team will analyze data to understand the improvements needed at our contact centers to allow us to build a delightful support experience when our members contact us. These recommendations will drive our agent tooling strategy, training, incentive programs and other support initiatives. The team will also analyze data to make improvements to our automated support channels, such as our ChatBot and IVR to enable member self service.
This job cannot be performed remotely in the state of Colorado.
In this role, you can expect to
- Build and lead a team of up to 6 support experience / member services analysts.
- Drive the development of key metrics used to measure the success of our support experiences and products.
- Lead experimentation by providing guidance on the experiments that should be run, how they should be run, and evaluating the impact on our key metrics.
- Influence change by overseeing your team’s close partnerships with Member Services, Product and Engineering to understand contact and support experience drivers, and make product feature and operational recommendations for improvements.
- Foster a data-driven, test-and-learn culture with your passion for telling stories with data.
To thrive in this role, you have
- A quantitative degree in a field like Statistics, Economics, Mathematics, Operations Research or Engineering. Advanced degrees preferred.
- 7+ years in analytics, with a minimum of 3 years of experience leading, coaching and managing an analytics team. B2C product analytics and FinTech experience preferred.
- Strong SQL skills - familiarity with window functions would be a good sign.
- Exposure to a scripting language like Python or R and relevant data science packages
- Experience building metric frameworks to understand user behaviors.
- Ability to lead data science, experimentation and statistical analysis used to guide decision making.
- Excellent communication skills, a record of working cross-functionally to achieve results.
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 $14.5B. We've raised over $1B in funding from leading investors including DST, Coatue, Tiger Global, General Atlantic, Iconiq, Dragoneer, Menlo, Whale Rock, Access, Forerunner, Crosslink, Cathay, aCrew, and others.
What we offer
- 💰 Competitive salary based on experience
- ✨ 401k match plus the usual medical, dental, vision, life, and disability benefits
- 📝 Quarterly stipend to spruce up your home office
- 🏝 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.