Sr. Program Manager, Core Experience

As a Senior Program Manager in Core Experience, you'll play a vital role in shaping how Chime delivers a high-quality, high-trust support journey for our members. You’ll use data-driven insights and strong cross-functional collaboration to uncover friction points, build operational improvements, and champion scalable solutions that enhance both agent accuracy and member satisfaction. This role has high visibility and the opportunity to directly impact member growth and satisfaction. In this role, you can expect to: Own and maintain process documentation (e.g., SOPs, journey maps, KBs) across CX; Drive operational excellence by streamlining and automating back office functions—from Legal/Compliance workflows and bank partner coordination to high-risk account actions; Identify and address friction points in member and agent experience; Influence cross-functional roadmaps to drive member experience innovation; Collaborate cross-functionally with Product, Legal, Risk, and Ops teams; Partner with Vendor Ops, Quality, and Learning to optimize agent performance; Ensure operational readiness and assess support impact of new features and policies.