Senior Program Manager, Disputes Experience

About the role 

As a Senior Program Manager in Member Experience, you will play a key role in creating a high-quality dispute experience for members and operational efficiency for dispute resolution  agents. You will develop deep expertise on the processes and be responsible for driving strategic initiatives, with a particular focus on member satisfaction, regulatory compliance and agent accuracy metrics. Through data-driven insights, you will develop recommendations for process improvements that reduce customer friction and agent tooling upgrades that drive automation to mitigate fraud and reduce the cost of supporting claims. You will operationalize these recommendations through strong project management in partnership with Operations, Risk, Product and others.

The base salary offered for this role and level of experience will begin at $116,100 and up to $161,300. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.

In this role, you can expect to

• Own and maintain support process documentation (e.g., member journey maps, knowledge base library, standard operating procedures), acting as a subject matter expert of the dispute resolution process and experience
• Be responsible for metrics related to CSAT, operational performance and risk; continuously analyze data and identify areas of friction, scope problem statements, build project plans, and own execution to drive improvement to key member experience metrics
• Develop and share compelling data-based insights about the member experience and project impact with Product, Risk and other organizations; gain other organizations’ support for your projects; influence other organization’s roadmaps to deliver member and agent experience improvements
• Partner with Vendor Operations, Quality, Learning, Content and others to identify agent improvement opportunities; team up to execute on those opportunities
• Support launch readiness efforts for new products/features; work closely with Finance, Workforce Management, Vendor Operations and others to ensure operational readiness; provide impact analysis on the member and agent experiences and advocate for improvements
• Contribute to a culture of trust, collaboration and commitment to excellence

To thrive in this role, you have

• 6+ years experience in product operations, product management, program management, consulting, or similar analytical roles at a financial services organization
• 3+ years of experience with Card Issuer Dispute Operations (Reg E and/or Reg Z)
• Ability to leverage data to inform and support critical decisions; candidates will have foundational SQL and data visualization experience using tools like Looker, Tableau, or Microsoft Power BI
• Experience working with cross-functional teams such as product managers, data analysts, operations analysts in building operations processes and systems
• Preference for candidates with deep experience in process management and continuous improvement 
• Excellent communication and presentation skills; ability to foster collaboration and facilitate teamwork
• Ability to effectively identify, prioritize, and handle multiple work streams simultaneously in a dynamic and rapidly-changing environment
• Highly motivated self-starter with a desire to grow and learn 

A little about us

At Chime, we believe that everyone can achieve financial progress. We’re passionate about developing solutions and services to empower people to succeed. Every day, we start with empathy for our members and stay motivated by our desire to support them in ways that make a meaningful difference. 

We created Chime—a financial technology company, not a bank*-- founded on the premise that basic banking services should be helpful, transparent, and fair. Chime helps unlock the access and ability our members need to overcome the systemic barriers that block them from moving forward. By providing members with access to liquidity, rewards, and credit building, our easy-to-use tools and intuitive platforms give members the ability to have more control over their money and to take action toward achieving their financial ambitions.

So far, we’re well-loved by our members and proud to have helped millions of people unlock financial progress, whether they started a savings account, bought their first car or home, opened a business, or went to college. Every day, we’re inspired by our members’ dreams and successes, big and small. 

We’re uniting everyday people to unlock their financial progress—will you join us? 

*Chime partners with The Bancorp Bank and Stride Bank, N.A., Members FDIC, that power the bank accounts used by Chime Members.

What we offer

• 🏢 A thoughtful hybrid work policy that combines in-office days and trips to team and company-wide events depending on location to ensure you stay connected to your work and teammates, whether you’re local to one of our offices or remote
• 💻 Hybrid work perks, like UrbanSitter and Kinside for backup child, elder and/or pet care, as well as a subsidized commuter benefit
• 💰 Competitive salary based on experience
• ✨ 401k match plus great medical, dental, vision, life, and disability benefits
• 🏝 Generous vacation policy and company-wide Take Care of Yourself Days 
• 🫂 1% of your time off to support local community organizations of your choice
• 🧠 Mental health support with therapy and coaching through Modern Health
• 👶 16 weeks of paid parental leave for all parents and an additional 6-8 weeks for birthing parents
• 👪 Access to Maven, a family planning tool, with up to $10k in reimbursement for egg freezing, fertility treatments, adoption, and more.
• 🎉 In-person and virtual events to connect with your fellow Chimers—think cooking classes, guided meditations, 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 millions unlock financial progress

We know that great work can’t be done without a diverse team and inclusive environment. That’s why we specifically look for individuals of varying strengths, skills, backgrounds, and ideas to join our team. 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, Cook County Ordinance, and consistent with Canadian provincial and federal laws. 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. 

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Last updated on Aug 5, 2024