Senior Quality Program Manager, Natural Language Processing

About the role

Chime is building a world-class member service organization, and we believe member support should be 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.

Chime’s Quality Organization sits in the middle of driving our member-obsessed mission by improving the way our agents interact with our customers that allow Chime to deliver exceptional experiences across all of our support channels.. Specifically, Quality is responsible for providing insights and recommendations to Operations, Member Experience, and Member Strategy & Experience teams using all available data from the quality program. Through our insights and recommendations, we enable our internal partners and business partner agents to deliver consistently high quality member experiences.

The Sr. Program Manager of our Speech Analytics platform is a key member of the Operations and Member experience organization that will partner with various operational and strategic leaders to help Chime continually improve the member experience. This role sits within our Operations and Member Experience (OMX) team and will be responsible for leveraging our AI/ML behavior models and platform to build out the various programs that will support how we prioritize, visualize, and maintain various AI/ML models to ensure our technology delivers at or above expected performance. This is not a data science role, however this role requires candidates that feel very comfortable creating or influencing data science teams one day, while delivering exec level recommendations to operational leadership the next. This role must think like our members and ideally, the candidate for this role has a history of establishing high-visibility program ‘plays’ that deliver continual improvement towards KPIs. This position has the ability to influence cross-functional teams including Data Science, Data Engineering, Operations, Product, Tooling, Member Experience, Content and Learning. Critical to your role will be the ability to foster teamwork with, and influence these (and other) cross functional stakeholders. This position requires a self-starter that can work through ambiguity to find high value opportunities to improve, as well as someone focused on delivering measurable results.

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:

• Spend time creatively in various sets of behavioral data and help surface new visualizations and insights.
• Leverage our speech analytics tool(s) to design new ways to assess performance gaps, develop solutions that positively impact the member experience.
• Partnering with various cross-functional program owners on understanding data needs, prioritizing those needs and ensuring deliverables are met.
• Influencing Chime’s OMX leadership team and annual plans by helping to surface high-value improvements.
• Be innovative by presenting new methods, new processes or improvements to other areas of the member experience.
• Work directly with vendor quality teams (external) and vendor management teams (internal) to drive compliance, performance, and consistency across all member experience channels.
• Partner with key stakeholders on continuously evolving Chime’s member experience and QA program.
• Maintain and continuously improve a Chime’s behavior automation platform (speech analytics) and various models through influence of our cross functional data science and engineering teams.

To thrive in this role, you have:

• 5+ years of experience of program management experience
• A track record of accomplishments related to leveraging advanced analytics to improve processes, products, and tools.
• A history of successfully using data visualization tools (Looker, Tableau, DOMO, etc.)
• Familiarity of how AI/ML models work/are maintained.
• The ability to work in ambiguity and to compel others to follow a lead.
• A passion for execution excellence.
• Comfort in working in a fast-paced, high-growth, global contact center environment.
• Advanced Microsoft Office or G Suite skills.
• Ability and willingness to travel domestically and internationally, approx. 10% of the time (post COVID).

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 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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