# Senior Program Manager, Member Experience

**Company:** [Chime](https://hotfix.jobs/companies/chime)
**Location:** Remote
**Role:** Technical Program Management
**Salary:** $138k – $190k/yr
**Experience:** 5+ years
**Skills:** Program Management, Customer Experience, Operations, Product Management, Compliance, Risk Management, Looker, Tableau, Power BI, Process Automation, Journey Mapping, Stakeholder Management, PMP
**Posted:** 2026-09-09

> Leads cross-functional programs that improve member and agent experiences through process optimization, operational readiness, data-driven roadmap influence, and scalable solutions. Requires 5+ years of program leadership, analytical tool experience, and strong compliance and stakeholder-management skills.

## Job Description

## Responsibilities
- Own and maintain process documentation, including SOPs, journey maps, and knowledge base content.
- Streamline and automate agent functions to drive operational excellence.
- Identify friction across member and agent journeys and implement scalable solutions.
- Influence cross-functional roadmaps using data-driven insights.
- Partner with Product, Legal, Risk, Vendor Operations, Quality, and Learning teams to optimize agent performance.
- Ensure operational readiness and assess support impacts for new features and policy changes.
- Lead initiatives that improve CSAT, resolution rates, contact rates, operational efficiency, and member trust.

## Requirements
- 5+ years leading end-to-end programs in Customer Experience, Operations, or Product.
- Experience in regulated environments with strong compliance awareness.
- Demonstrated cross-functional partnership across Product, Compliance, Risk, and Operations.
- Strong analytical skills and experience using Looker, Tableau, Power BI, or similar tools.
- Ability to break down complex problems and influence roadmap direction.
- Experience building scalable processes that improve member experience metrics.
- Strong executive communication and stakeholder influence skills.

## Nice-to-haves
- PMP certification.
- MBA.
- Consulting background.
- Regulatory or compliance domain expertise.

## Compensation and Benefits
- Base salary: $138,000-$190,000 annually.
- Eligible full-time employees may receive a bonus, equity package, and benefits.
- Benefits include health, financial, and wellbeing programs; generous vacation and paid company days; wellness stipend; paid parental leave; family planning reimbursement; backup care; and commuter benefits.

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