Chime is the largest and fastest-growing player in the challenger-banking space, providing mobile and online banking technology in the U.S. on behalf of partner banks and facilitating over 10M accounts with no physical branches. We’re a technology company relentlessly focused on helping our members achieve financial peace of mind. That’s why we offer access to an award-winning bank account that doesn’t charge a ton of traditional bank fees, can give members early access to their paychecks, and enables members to grow their savings automatically. And we’re just getting started. We are proud of our mission, devoted to our members, and passionate about applying technology to the challenge of making financial health a reality for everyone.

We have one of the most experienced management teams in Fintech and have raised over $800M in funding from DST, General Atlantic, Iconiq, Coatue, Dragoneer, Menlo, Access, Forerunner, and others. If you’re looking to join a fast-growing company with a beloved, daily-use product and an authentic mission that puts people first, we want to meet you.

About the Role 

As the Manager of Product Operations, you will play a key role in delivering a world-class experience to our six-million-and-growing member base. This is an individual contributor (IC) role with high impact and visibility, with the prospect of managing people in the future. 

Reporting directly to the Director of Product Operations, you will be accountable for driving operational readiness for 2 to 3 individual product areas, while developing and implementing processes that create tight feedback loops between our members, member service & experience teams, and product development teams, among others. You will find opportunities to use streamlined processes, metrics, better tools, and more efficient ways of supporting product change at tremendous scale.  

As detailed below, the mandate of your role will be broad and focused on continually improving the member experience. The success of your role will ultimately be defined by member satisfaction across your assigned product areas, as measured by KPIs like contact rate and NPS. 

Responsibilities

• Establish, drive and continuously improve processes that ensure our members and member facing teams are informed of and well-prepared for product-driven changes
• Assure functional stakeholders are aligned on key objectives for product changes
• Develop operational playbooks to implement product strategy and manage complex projects through execution to excellence
• Advise product teams on feasibility of initiatives throughout the entire product lifecycle
• Create feedback channels that ensure problem areas are identified during testing and launch
• Identify and track success metrics to measure project performance related to product changes
• Surface key insights and make their impact obvious across the organization to support continuous improvement
• Develop relationships with and maintain regular communications with key stakeholders throughout the organization
• Effectively present insights and influence outcomes with key stakeholders at all levels to support meaningful impact to Chime’s business (e.g., Product, Operations, Engineering, Legal, Executives and other cross-functional teams)
• Be the voice of our members during product development and performance tracking.

Requirements

• BA/BS degree with 4+ years of operations strategy, product operations, program or project management, business consulting, finance, or similar analytical roles that worked closely with product and engineering teams.
• Experience building trusted partnerships with product and engineering teams 
• 3+ years of cross-functional project management and leadership experience
• Excellent communication and presentation skills; a track record of successful engagement of both internal and external stakeholders
• Ability to leverage data to inform and support critical decisions with 2+ years of experience building dashboards using visualization tools such as Looker, Tableau, and Monday.com, any experience with CRM tools such as Zendesk, Salesforce would be desirable
• Previous experience working with and impacting user experience
• Power user status in Microsoft Excel/Powerpoint or Google Sheets/Slides
• Demonstrated ability to effectively identify, prioritize, and handle multiple work streams simultaneously in a dynamic and rapidly-changing environment
• Experience with and strong ability to formulate and present analyses and business cases to both technical and non-technical stakeholders
• Prior experience working with Customer Support data is desirable
• Experience working at a consumer technology company highly desirable

What we offer

• Competitive salary based on experience, medical, dental, vision, life, and disability benefits, as well as a 401k match.
• Free snacks and drinks, plus weekly catered lunches. (when back in office!)
• Flexible vacation policy.
• Monthly happy hours and company events.
• 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 great work isn’t done alone. We’re building a team of individuals to Chime in with their different strengths to benefit our employees and members. We strongly believe that different backgrounds and ideas are a competitive advantage; 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.