Product Manager, Conversational AI
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.
Our chatbot is the first touchpoint our members have when reaching out to Chime for support. These critical interactions should be easy, helpful, empathetic, and enjoyable for our members. As a Product Manager on the Conversational AI team, your role will be to design, create and maintain the chatbot using state-of-the-art AI tools.
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 conversational AI platform to power those experiences and unlock future opportunities across Chime.
In this role, you can expect to
- Own the Chime chatbot product and experience
- Define the product strategy and roadmap for the chatbot
- Determine and deploy key features, technologies, tools and processes that power the chatbot
- Partner with Product, Member Services, Analytics, Data Science, and Engineering to deliver optimal member experiences with the chatbot
- Collaborate with the chatbot production team to deploy improvements and new features
- Own KPIs and deliver measurable impact across member satisfaction
To thrive in this role, you have
- 3+ years of experience as a product manager building chatbots
- Deep understanding of natural language understanding and natural language processing systems, like IBM Watson Assistant, Google Dialogflow or Rasa
- Strong technical knowledge and practical experience with Machine Learning and AI
- Experience with artificial intelligence chatbot scripting languages like AIML, RiveScript, or ChatScript
- Strong organizational skills to coordinate and get work done in a multi-functional environment
- Strong analytical skills, experience running data-backed experiments, competence in SQL, and experience with tools for doing data analysis using tools like Looker
- Experience with chatbot design tools like BotMock or BotSociety
- Experience with chatbot platforms like ManyChat, Chatfuel, Botpress
- 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
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.