# Program Manager, Member Experience

**Company:** [Chime](https://hotfix.jobs/companies/chime)
**Location:** Remote
**Role:** Product Operations
**Salary:** $116k – $160k/yr
**Experience:** 5+ years
**Skills:** Process Documentation, Journey Mapping, Looker, Tableau, Power BI, Data Analysis, Automation, Compliance, Risk Management, Product Operations, Vendor Operations, PMP
**Posted:** 2026-08-19

> Leads cross-functional customer experience and operations programs that identify member and agent friction, improve support processes, and ensure operational readiness for product and policy changes. Requires 5+ years of program leadership, strong analytics, regulated-environment experience, and stakeholder influence.

## Job Description

## Responsibilities
- Own and maintain process documentation, including SOPs, journey maps, and knowledge base content.
- Drive operational excellence by streamlining and automating agent functions.
- 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 impact for new features and policy changes.
- Lead initiatives that improve CSAT, resolution rates, contact rate, operational efficiency, and member trust.

## Requirements
- 5+ years leading end-to-end programs in Customer Experience, Operations, or Product.
- Experience operating 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: $116,000.00–$160,000.00.
- Full-time employees are eligible for a bonus, competitive equity package, and benefits.
- Comprehensive health, financial, and wellbeing benefits.
- Generous vacation policy and company-wide paid days off.
- Annual wellness stipend.
- Paid parental leave and family planning reimbursement.
- Backup child, elder, and pet care and subsidized commuter benefits for eligible employees.

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