Manager - Core Experience

About the role

As a Manager on the Core Experience team, you will be a key leader in cultivating and improving the experience of our members every time they interact with Chime’s consumer products. You will focus on directing a team that will continuously analyze member and agent data to improve processes, SOPs and experiences across all support channels (live and automated), in addition to designing support experiences for new launches. You will work directly with key leaders in our product and operation teams to improve the here and now while building our strategy for the future. You will be responsible for partnering with Chime’s product teams that focus on top priority product development and launches.

In this role, you’ll coach, inspire and develop your team of program managers, prioritize and lead projects, drive comprehensive agent process improvements, help to operationalize our product launches, deepdive trends to understand root causes and build our perspectives on our member and service experience. You’ll also stay close to the work by directly owning relationships with product leaders, own key cross functional reporting, working to represent the Operations Team’s needs in product planning and more!

The base salary offered for this role and level of experience will begin at $116,100.00 and up to $161,300.00 . 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

• Set clear goals and objectives for your team, foster an environment of psychological safety, making an impact and having fun while you do it
• Use development conversations to identify people-related strategies for the team; actively coach team members and encourage growth opportunities
• Responsible for resource allocation for your team, ensuring that company and team priorities are well communicated and that work is distributed in a way that supports success and enables team members to grow
• Utilize member and agent data to Identify opportunities in our service experience to drive short and long term member experience improvements
• Drive cross-functional alignment for key organizational priorities; Partner with cross functional stakeholders in operations and product to enable team and organizational success
• Be a storyteller; you will inform senior management of progress against key goals and objectives

To thrive in this role, you have

• A Bachelor's Degree, with 7+ years of experience in program management, operations and/or consulting.
• Sharp analytical and problem solving skills, sound business judgment, with a strong bias for action, can derive satisfaction and meaning by digging deep into the data and delivering the best results.
• A track record of driving outcomes with a focus on the customer experience
• Experience managing and developing a high performing team of senior individual contributors.
• Strong interpersonal and influence skills, capable of driving outcomes with and without direct authority
• The ability to see the forest beyond the trees and dive into the details when necessary.
• Critical thinking - the ability to understand strategic business drivers across teams and lines of business

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 $25.5B. We’ve raised over $1.7B in funding from leading investors including Sequoia Capital Global Equities, SoftBank Vision Fund 2, General Atlantic, Tiger Global, Dragoneer, DST, Coatue, Iconiq, Menlo Ventures and others.

What we offer

• 💰 Competitive salary based on experience
• ✨ 401k match plus the usual medical, dental, vision, life, and disability benefits
• 🏝 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 phenomenal, 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.

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