About the role

We are looking for an experienced delivery-minded program manager that can execute specialized product/program plans with speed and quality. The Member Service Product Launch team creates clarity and focus for Member Services. Working across multiple product teams and within Member Services, they ensure our operational readiness for each product launch or critical initiative.

In this critical role, you will work within Member Services and across multiple product teams to prepare, unite, and enable our MS teams to deliver the best member experience with each product launch or critical initiative.

In this role, you can expect to

• Act as Member Services' central point of contact within Member Experience Product teams to design optimal support strategies that create exceptional member experiences for new product launches
• Provide pre-launch planning, communication, and resources to prepare Member Services to support new products 
• Work within Member Services to collect, prioritize, and communicate product challenges and operational concerns from the front line team and outline the proposed product and service solutions
• Plan, coordinate, and drive discipline around the Member Services processes to test, launch, and roll new products and features
• You will lead cross-functional projects within Member Services for existing products and design the operational readiness programs for new initiatives
• Deliver strategic outcomes with each new product initiative by managing dependencies, identifying and escalating risks, and removing obstacles that stand between us and a great member experience
• Build and execute Member Services product launch best practices that span across the MS global organization and company
• Track progress against outcomes and provide regular updates to sponsors and Member Services Leadership
• Recommend changes needed to improve processes, systems, cost, and member satisfaction throughout the process 
• Build relationships spanning all organizational levels and leverage those relationships to deliver successful programs while fostering collaboration and shared accountability for outcomes with appropriate Member Service teams and other functional partners

To thrive in this role, you have

• An understanding of technical workflows and how to operationalize new products upon launch
• 3+ years of experience in Change Management, with enthusiasm for driving customer experience and customer-centric culture, 2+ years of experience working in or closely with support services.
• A data-first approach to problem-solving, program management, and strategic planning
• A strong understanding of operational processes and requirements for product execution, customer service, quality assurance, and content management
• Experience planning, leading, and managing the delivery of on-time product launches.
• The ability to influence without authority and are skilled at communicating across levels and functions.
• Experience measuring effectiveness and working towards continuous improvement of our delivery of best experiences to our Chime members.
• A passion for building relationships and delivering the best service each day to our Members.
• Comfortability migrating between the tactical and strategic.

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.