Senior Manager, Product Operations Support Experience

About the role 

Chime is growing our member (customer) experience organization, focused on developing and implementing a world-class member 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.

As the Senior Manager of the Support Experience product ops team, you will be a key leader in cultivating and improving the experience of our members every time they interact with Chime’s support channels. You are focused on making these experiences flawless whether someone is interacting with Self Service or speaking to an agent. You will work directly with key leaders in our support and product teams to improve the here and now while building our strategy for the future. You will be responsible for partnering with Chime’s product teams that focus on channel improvements (live chat, phone, etc), chat and phone bot based self service, workflow automation and as well as custom agent tooling. You will be a clear leader in helping establish and refine our holistic support experience! 

In this role, you’ll coach, inspire and develop your team of product operations managers, prioritize and manage projects, help to operationalize our product launches, deepdive trends to understand root causes and build our perspectives on our channel strategy. You’ll also stay close to the work by directly owning relationships with product leaders, own key cross functional reporting, working to represent the Operations Team’s needs in product planning and more! 

For Colorado based roles: In accordance with applicable law, this role has an annual starting salary of $160,500 plus bonus, a competitive equity package, and benefits (see below). The actual pay may be higher depending on your location, skills, qualifications, and experience.

In this role, you can expect to:

• Work cross functionally across product and support to operationalize product launches that range from self service workflows to agent tooling improvements
• Manage a team of product operations managers that work 1:1 with product teams in the Support Experience space 
• Be a key thought partner in product planning
• Ensure projects are properly defined and scoped with charters that include well-written problem statements and quantifiable goals and baseline data; coordinate organizational groups to align on shared objectives and work toward a common purpose.
• Root cause analysis for any trends or movements in our key metrics 
• Create reporting to analytically assess the success or our projects and channel health
• Create best practices 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 stakeholders 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 stakeholders throughout the organization
• Build a culture of trust, collaboration and commitment to excellence

To thrive in this role, you have:

• A Bachelor's Degree and 8+ years experience in 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 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
• Previous experience working with and impacting user experience
• 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
• ?  Quarterly stipend to spruce up your home office 
• ? 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. 

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