Product Operations Manager, Support Experience

About the role

Chime is building a world-class member experience 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 tackle their own problems; build 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, the Operational Excellence team is responsible for improving the quality of our member experiences and support operations, for both self-service and live support.

As a Product Operations Manager, you will be responsible for driving continuous process improvement initiatives across Chime’s suite of products as well as owning the project management of new product and feature roll-outs. You will partner closely with cross-functional stakeholders to develop data-driven hypotheses and solutions that enable frictionless experiences and rapid, high quality support experiences.

We are looking for a self-starter, change agent, and exceptional problem solver with a demonstrated track record of steering cross-functional initiatives and delivering stellar operating outcomes. This role requires an experienced product operations manager who thrives in a flat, fast-moving organization using lightweight processes, creative ideas, and quick iteration to make a significant impact

For Colorado based roles: In accordance with applicable law, this role has an annual starting salary of $93,500 plus bonus, a competitive equity package, and benefits. The actual pay may be higher depending on your location, skills, qualifications, and experience.

In this role, you can expect to:

• Deeply understand member experiences across Chime’s suite of products and make data-driven decisions and continuous process improvements
• Advocate for our members and provide meaningful insights to internal teams (e.g., Product) working to improve the member experience.
• Develop and implement innovative solutions to increase the quality of Chime products and member support interactions.
• Partner closely with cross functional stakeholders to build and deliver world-class support experiences.

To thrive in this role, you have

• 5+ years of cross-functional project management and leadership experience, ideally in a consumer technology
• Product operations experience; you have worked closely with product managers through the lifecycle of product development to advocate for the customer while driving business outcomes in alignment with product & feature roll-outs
• Project management experience; you have a demonstrated track record of multi-tasking and coordinating efforts across multiple stakeholders.
• Ability to leverage data to inform and support critical decisions with 3+ years of experience of SQL and querying skills (experience working in and with Customer Support data is a plus)
• Excellent communication and presentation skills; a track record of successful engagement of both internal and external stakeholders
• Ability to synthesize disparate information quickly to develop a succinct, accurate summary of the opportunity/need.
• Demonstrated the ability to influence and foster deep positive relationships with external partners.
• Ability and willingness to travel domestically and internationally, approx. 25% 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 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.

Chime requires employees to be fully vaccinated (and boosted if eligible) against COVID-19 in order to work in one of its offices, join Company-sponsored activities, or travel for business purposes. This job may require periodic office attendance and/or business travel and therefore candidates will need to be eligible for these activities by their start date.

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