Training Program Manager

| San Francisco | Hybrid
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About the role

Chime is building a world-class member service organization, and we believe member support should be built around 3 guiding principles:

  1. Frictionless product: Use member insights to mitigate member issues with a simple,  transparent product
  2. Self-service: Provide self-service and automated capabilities to help members solve their own problems; create community for members to support each other
  3. Excellent support: When members do have to contact us, provide them with excellent service.

As the Training Program Manager, you will ensure BPO agents across the Americas are delivering consistently excellent experiences for Chime members. Your stakeholders are internal and external. Through collaboration with cross-functional stakeholders, your APAC counterpart, and Chime’s instructional designers, you will own the end-to-end engagement with our BPO vendors regarding all training initiatives. You are your vendors’ partner, you ensure day-to-day training operations run effectively and efficiently, and you own the outcomes.

The ideal candidate is a team player with extensive experience and a proven track record of managing training programs end-to-end with BPOs/vendors. This role requires someone who thrives in a flat, fast-moving organization using lightweight processes, creative ideas, and quick iteration to make a significant impact. 

This job cannot be performed in the state of Colorado.

In this role, you can expect to:

  • Serve as a lead for the Americas region, responsible for providing a link between our key business stakeholder teams and global outsourcing partners.
  • Maintain relationships with your vendor leadership across multiple delivery centers around the world, providing governance and structure.
  • Drive improvements to the training program(s) of our BPO programs to enhance speed to proficiency, reduce agent errors, increase overall operational effectiveness and member satisfaction.
  • Own TTT for your sites; ensure trainers on the vendor teams are equipped to deliver a high quality and consistent training experience.
  • Assist with ramping up new BPO sites in the region.
  • Develop metrics and utilize analytics to make critical business decisions and optimize costs.
  • Partner with the Instructional Design team to develop a recertification program to ensure that agents and members of the support team, regardless of tenure and role, are aligned with the recent updates and changes made within the program.
  • Communicate fearlessly! Open, concise, accurate, and timely communication with your team is a must.

To thrive in this role, you have:

  • A serious obsession with learning and a proven ability to tie learning events to measurable outcomes that reflect our mission and culture. 
  • 7+ years of experience in a training facilitation or training program management; 3+ years of managing training programs with BPOs/vendors and driving outcomes through vendor partnerships.
  • Ability to create clear training project plans outlining stakeholder responsibilities, timelines, needs, and risks.
  • Experience in engaging stakeholders in learning projects, and skilled at partnering with stakeholders and sponsors across the company at all levels.
  • Skills in instructional design for classroom and online delivery are a plus.
  • Fluency in Spanish is a plus
  • Ability and willingness to travel domestically and internationally, approx. 10-20% of the time (post COVID).

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. 

#LI-remote#LI-MM1

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
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    • PHPLanguages
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    • jQueryLibraries
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    • DjangoFrameworks
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    • CassandraDatabases
    • MySQLDatabases
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Location

San Francisco, CA 94108

What are Chime Perks + Benefits

Chime Benefits Overview

Our benefits philosophy is guided by supporting Chimers’ wellbeing in four key areas - physical, emotional, financial, and social. This encompasses everything from physical and mental health services for you and your family to a matching 401k plan with access to financial advisors and legal advice. We team up to offer inclusive events where Chimers can connect and grow, thoughtfully choose food vendors and office accommodations (including a flexible work model), and schedule company-wide Take Care of Yourself Days that give all Chimers at least one extra paid day off each month. We continuously add and enhance these benefits year-round.

Culture
Volunteer in local community
Chimers volunteer their time, talent, and energy to support causes they care about using our volunteer portal. Activities are also organized through our Chimer Resource Group Program.
Partners with nonprofits
Chime supports nonprofits year-round, focusing on financial literacy, economic empowerment, social justice, and disaster relief. Chimer Resource Groups also partner with nonprofits that matter to them
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Hybrid work model
In-person all-hands meetings
Employee awards
Flexible work schedule
Chime provides employees with a flexible work schedule that includes Flexible start and end times.
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
We partner with ReadySet for company-wide equity training, with a focus on allyship and anti-racism.
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
CRGs (Chimer Resource Groups) include AfroChime, PacifiChime, Chimigos, ChimeHers, Chimmigrants, OutChime, and DiversiChime. Chimers are compensated for their work as leads of these CRGs!
Hiring practices that promote diversity
Recruiting team members and hiring managers complete training on inclusive hiring practices with ModelExpand.
Diversity recruitment program
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Chime employees can contribute annually to their FSA.
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Join Chimers in a daily plank challenge! Chimers also ride together on Peloton and have Slack channels to coordinate rides and other workouts.
Mental health benefits
Chime is partnering with ModernHealth to provide Chimers with mental and behavioral health resources.
Transgender health care benefits
Wellness days
Abortion travel benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
We provide up to 16 weeks of parental leave for the primary caretaker. Chime also provides 16 weeks of leave for the secondary caretaker.
Family medical leave
Adoption Assistance
Chime offers both adoption and fertility assistance through Maven, reimbursing Chimers up to $10k each year.
Restricted work hours
Almost every month, Chime provides Chimers with a day off to take care of themselves.
Company sponsored family events
Fertility benefits
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Flexible time off
Bereavement leave benefits
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Recreational clubs
Home-office stipend for remote employees
$500 when you initially start with Chime, and $250 per quarter after.
Meditation space
Mother's room
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Personal development training
Virtual coaching services

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