About the role As a Program Manager in Member Experience, you will play a key role in driving compliance and operational excellence within Chime's dispute operations. This position focuses on maintaining adherence to key regulations such as Regulation E, Regulation Z, and UDAAP while improving the end-to-end dispute experience for members and agents.
You will lead cross functional projects that strengthen controls, close compliance gaps, and enhance operational efficiency to ensure that Chime's dispute processes remain consistent, transparent, and aligned with regulatory standards. This role is ideal for someone who can combine deep disputes and compliance expertise with strong program management and documentation skills to deliver measurable outcomes.
The base salary offered for this role and level of experience will begin at $116,000.00 and $160,000.00. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.
In this role, you can expect to- Own and improve process documentation (e.g., member journey maps, knowledge base library, standard operating procedures), acting as a subject matter expert of the dispute resolution process and experience.
- Review and respond to internal and external audit requests, including sponsor bank and control testing reviews, ensuring all findings are analyzed, addressed, and remediated within established timelines.
- Support dispute-related inquiries, analyzing themes, providing responses for internal and bank-partner reviews, and summarizing key trends and recommendations to improve member and agent experiences.
- Monitor and report on key metrics related to dispute operations, compliance, and member experience to assess performance and drive improvements.Continuously analyze data and identify areas of friction, scope problem statements, build project plans, and own execution to drive improvement to key metrics.
- Develop and share compelling data-based insights about the member experience and project impact with Product, Risk and other organizations; gain other organizations' support for your projects; influence other organization's roadmaps to deliver member and agent experience improvements.
- Partner with Vendor Operations, Quality, Learning, Content and others to identify agent improvement opportunities; team up to execute on those opportunities.
- Support launch readiness efforts for new products/features; work closely with Finance, Workforce Management, Vendor Operations and others to ensure operational readiness; provide impact analysis on the member and agent experiences and advocate for improvements.
- Contribute to a culture of trust, collaboration and commitment to excellence.
- Perform other ad hoc tasks and responsibilities as assigned.
To thrive in this role, you have- 6+ years experience in product operations, product management, program management, consulting, or similar analytical roles at a financial services organization
- 3+ years of experience in card issuer dispute operations with comprehensive knowledge of Regulation E, Regulation Z, and UDAAP, including the ability to interpret and apply these requirements to operational processes
- Ability to leverage data to inform and support critical decisions; candidates will have foundational SQL and data visualization experience using tools like Looker, Tableau, or Microsoft Power BI
- Experience working with cross-functional teams such as product managers, data analysts, operations analysts, engineers in building operations processes and systems
- Preference for candidates with deep experience in process management and continuous improvement
- Excellent communication and presentation skills; ability to foster collaboration and facilitate teamwork
- Ability to effectively identify, prioritize, and handle multiple work streams simultaneously in a dynamic and rapidly-changing environment
- Highly motivated self-starter with a desire to grow and learn
#LI-MM1 #LI-Remote
What we offer for our full-time, regular employees- Our in-office work policy is designed to keep you connected - with four days a week in the office and Fridays from home for those near one of our offices, plus team and company-wide events depending on location. Whether you're coming in regularly or are part of our fully remote program, you'll stay engaged with your work and teammates.
- In-office perks including backup child, elder, and/or pet care, plus a subsidized commuter benefit to support your regular commute
- Competitive salary based on experience
- 401k match plus great medical, dental, vision, life, and disability benefits
- Generous vacation policy and company-wide Chime Days, bonus company-wide paid days off
- 1% of your time off to support local community organizations of your choice
- Annual wellness stipend to use towards eligible wellness related expenses
- Up to 24 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents
- Access to Maven, a family planning tool, with $15k lifetime reimbursement for egg freezing, fertility treatments, adoption, and more.
- In-person and virtual events to connect with your fellow Chimers-think cooking classes, guided meditations, 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 millions unlock financial progress
We know that great work can't be done without a diverse team and inclusive environment. That's why we specifically look for individuals of varying strengths, skills, backgrounds, and ideas to join our team. We believe this gives us a competitive advantage to better serve our members and helps us all grow as Chimers and individuals.
