Chime

The Director, Critical Operations will oversee essential functions: Workforce Management, Complaints and Escalations, and Member Support Incident Command. They will lead a team responsible for optimizing operational capacity, ensuring regulatory compliance, and orchestrating rapid response during critical support events. They will work cross-functionally to align resources, policies, and communication strategies that protect member experience and business continuity.

As a Program Manager in Identity & Fraud Experience, you will play a key role in creating a high-quality support experience for members by bringing a strong strategic lens to the work, providing expertise in tackling operational and member experience issues. Through data-driven insights, you will develop strategies for process improvements and agent tooling improvements that enable a more frictionless experience and increase member satisfaction.

As a Senior Program Manager of the Member and Agent Intelligence Operations team, you will be responsible for delivering successful insights, initiatives and recommendations to improve our member experience. As a program leader, you will use quantitative and qualitative analysis to identify areas of opportunity that provide the most value towards our KPIs. You will translate insights into recommendations, and through cross-functional partnerships, help launch initiatives to improve the member and agent experience.