About the role

Our members entrust us with their money, and when something goes wrong, they expect a full and fast resolution. At Chime, we are member obsessed, and we strive to provide our members with an unprecedented level of service and support that is deeply personalized, consistently accurate, and always available. 

As the Product Lead, Conversational AI, you will define and own the product vision and roadmap that delivers world-class member experiences powered by conversational AI. Key products include our support chatbot, live chat, IVR, and virtual agents. You will create exceptional support experiences that empathetically and delightfully resolve member issues and help our members navigate complex financial situations.  You will drive the development of the tools, processes, and people to enable a conversational AI platform to power those experiences and unlock future opportunities across Chime. This is a critical role in supporting executive level objectives in creating a differentiated member experience. 

In this role, you can expect to

• Own all conversational AI products and experiences: chatbots, voice agents, conversational experiences
• Define the product strategy and roadmap for our virtual agent and conversational platforms
• Determine and deploy key technologies, tools, and processes that power our virtual agent teams
• Partner with Product, Member Services, Analytics, and Engineering to fine-tune experiences with virtual agent support experiences 
• Partner with engineering, design, QA, and analytics teams to define, build, and iterate on new tools
• Own KPIs and deliver measurable impact across member satisfaction and operational efficiency

To thrive in this role, you have

• 7+ years of experience as a product manager and 2+ years as manager of product managers
• Deep expertise in virtual agent and conversational experiences products
• Experience with NLP/conversation management technologies such as IBM Watson, Dialogflow, Amazon Lex, or equivalent  
• A strong technical knowledge and practical experience with Machine Learning and AI 
• Leadership experience in setting a product vision, developing a roadmap, and aligning stakeholders
• An obsession for your customers - for our members, for our agents, and your fellow Chimers
• A passion for our mission: helping members lead healthy financial lives
• Strong collaboration skills in team environments but are able to act quickly as the decision-maker
• Strong analytical skills, competence in SQL, and experience with tools for doing data analysis

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.