Manager, Agent Experience

About the Role

Chime is growing our member (customer) experience organization, focused on developing and implementing a world-class member experience strategy that delivers a positive, meaningful experience across all touchpoints. It is 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.

Within our Operations & Member Experience organization, this role will lead a group of program managers who are hyper focused on improving existing agent tooling and member support channels. As a leader of this critical cross functional role, you will help develop a long term roadmap, align (and prioritize) initiatives, build and nurture cross functional partnerships , and drive continuous improvements to the overall customer experience. You’ll stay close to the work by directly owning relationships with product leaders, own key cross functional reporting, and represent the team/function across the organization.

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

Oversee the Agent Experience team at Chime, and help further develop a high-performing team while executing against key company goals.

• Be a talent developer; Focus on people happiness by ensuring folks have the support they need as individuals and through an innovative & collaborative environment
• Be a leader; Oversee and further develop the Agent Experience team. Work closely with our business partners, product and operations leaders to identify, lead, and deliver solutions and strategies
• Be a mentor; Develop team members and foster a culture of innovation, collaboration and continuous improvement
• Get it done; Track record of delivering initiatives and influencing cross functional (Product and Operations) decisions. Drive execution through people by helping others set clear goals, navigate through ambiguity, define roles, and measure results.
• Drive clarity; Ability to understand complex business problems and break down projects into a structured approach
• Enable growth; Maintain a high bar in terms of product thinking and analytical depth for your team through selective hiring and mentorship
• Be an advocate; Evangelize the the voice of agents/customers and improve our business and operations

To thrive in this role you

• 3+ years of direct people management experience with demonstrated ability to lead a team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them
• 5+ years of experience required in product operations, program management, and/or consultancy roles
• Strong analytical and problem-solving skills. Ability to leverage data to inform and support critical decisions. CRM, Looker (or Tableau) experience necessary.
• Demonstrated experience in overseeing projects (or programs) and creating process improvement workflows
• Exercise sound judgment in the development of solutions for a dynamic and innovative business
• Possess outstanding communication skills; you are able to articulate complex concepts in a clear manner
• Have the ability to work independently and flexibly while ensuring appropriate transparency and escalation when necessary
• Want to work for a fast-paced, high-growth organization with occasional travel. BPO exposure/experience is a plus.

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 no no

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 federal, state, and Cook County ordinances. 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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