Senior Manager, Product Operations, New Vertical

About the role

Chime is growing our member experience organization, focused on developing and implementing a world-class experience strategy that delivers a positive, meaningful experience across all touchpoints. It is 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.

The Operational Excellence team, part of the Operations & Member Experience organization, is responsible for programmatic management of the end-to-end member experience. We are focused on driving continuous improvement initiatives and developing operational rigor that supports our north star objective to create a member experience that feels truly member obsessed!

Product Operations is responsible for: 

• Operational readiness in support of Product strategy and roadmap execution; acting as the point of contact for the OMX organization to coordinate the testing, launch, and communication of new product initiatives to member support and risk operations teams.
• Thought partnership with cross-functional teams; advocating for the member and agent experience during ideation and scoping of new products, features, and updates.
• Feedback loop between our member experience teams and product & risk teams to drive continuous improvement (i.e. post product / policy / feature launch insight).
• Developing strategic proposals for new, innovative solutions to complex challenges that our members face when using Chime and that our agents face in providing support to our members.

As the Senior Manager of New Verticals, you will be a key leader in the future of member support experiences at Chime. You will direct a team of product operations managers responsible for new and emerging verticals. You will guide your team to partner closely with cross-functional stakeholders to develop data-driven hypotheses and solutions that enable frictionless experiences and rapid, high quality support experiences.

In this role, you’ll coach, inspire and develop your team, help drive cross-functional initiatives and prioritize projects, all while directing your team in advocating for Chime members. You’ll stay close to the work by directly owning relationships with product leaders, operations leaders, and cross-functional collaborators across our member experience teams as you scope problem statements, build business plans and project manage improvements to the member experience. In addition to guiding your team, you’ll also get hands-on in scoping problems and implementing solutions via initiatives of your own.

For Colorado based roles: In accordance with applicable law, this role has an annual starting salary of $144,000 plus bonus, a competitive equity package, and benefits. The actual pay may be higher depending on your location, skills, qualifications, and experience. (Please do not delete)

In this role, you can expect to:

• Advocate for our members and provide meaningful insights to internal teams (e.g., Product) working to improve the member experience.
• Cultivate in your team a deep understanding of member experiences across Chime’s suite of products and make data-driven decisions and continuous process improvements
• Both individually and via your team, use data to identify areas of friction in the member experience, scope problem statements, build project plans, and own execution to drive improvement to key member experience metrics
• Build a team of product operations managers who will work with front-line teams, Product & other cross-functional partners by advocating for the member experience and providing member insights throughout the product development lifecycle and post-launch.
• Create reporting to assess the impact of new products & features on the member experience
• Create standard methodologies to ensure member insights and data-driven recommendations are regularly cultivated and shared with key business partners in product and operations
• Effectively present insights and influence outcomes with key partners at all levels to support meaningful impact to Chime’s business (e.g., Product, Operations, Engineering, Finance, Executives and other cross-functional teams)
• Develop relationships with and maintain regular communications with key partners throughout the organization
• Build a culture of trust, collaboration and commitment to excellence

To thrive in this role, you have:

• 8+ years experience in business operations, product operations, product management, program management, business consulting, finance, or similar analytical roles
• 5+ years of cross-functional project management and leadership experience, ideally in a consumer technology or consulting in similar industries
• 4+ years of direct people management experience in a fast-paced, agile environment
• Ability to use data to inform and support critical decisions experience querying skills (experience working in and with Customer Support data is a plus)
• Demonstrated ability to effectively identify, prioritize, and handle multiple work streams simultaneously in a dynamic and rapidly-changing environment
• Ability to foster collaboration and facilitate teamwork
• Highly motivated self-starter with a desire to grow and learn

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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