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Senior Program Manager, Social Experience

3 months ago

Chicago, Illinois, United States Chime Full time

About the role

We are hiring for a Senior Program Manager, Social Experience reporting into our Social Experience team. As a Senior Program Manager for Social Experience, you will own the end-to-end experience for how Chime provides support to members across social media and online reviews. You'll have a consistent pulse on what members talk about across our social channels, sharing objective insights with cross-functional teams (and shaping how to use these insights to improve Chime's product and member experiences). In this role, you'll manage the long-term vision for how we support members online, manage Chime's social media tooling infrastructure, and influence how Chime invests in scaling social media support.

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 program manager who thrives in a fast-moving organization using lightweight processes, creative ideas, and quick iteration to make a significant impact.

This role sits in our Operations & Member Experience organization. The base salary offered for this role and level of experience will begin at $116,100 and up to $161,300. 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 the support experience for Chime's social media channels, acting as a SME for all Social Care processes and experiences. You'll develop and maintain standard operating procedures, and improve them through a continuous improvement model.
  • Manage Chime's social media tooling infrastructure, making recommendations to routing and governance, and partnering with vendors to improve the functionality and experience within these tools.
  • Develop and maintain the vision for Social Care's long-term strategy. You will develop a roadmap of initiatives to improve the experience members have across social channels, improve our channel coverage, and improve the effectiveness of agents and their ability to provide support & moderation in these channels.
  • Lead programs owned by Social Experience, partnering closely with Product, Marketing, Operations, and other cross-functional teams to improve the quality of experience members have when interacting on Chime's social media and online review channels.
  • Manage cross-functional relationships with Product, Operations, Marketing, Corporate Affairs, and Engineering, driving clarity to pain points in Chime's experiences & products from members across social channels, advocating for improvements to members' experiences.
  • Be accountable for reporting and managing key performance indicators that reflect the quality of experiences and moderation provided to members across Chime's social media and online review channels.
  • Leverage social listening insights and data to drive directional, real-time change in our social media support strategy during moments of crises and opportunity, and creating product feedback flywheels when critical feedback comes together.

To thrive in this role, you have

  • A deep knowledge of every social media platform and what makes them unique—Chime's members show up on nearly a dozen unique social platforms.
  • Expert at managing and configuring social media tools like Sprinklr, Khoros, Sprout Social, Brandwatch, and/or Conversocial; Khoros experience strongly preferred
  • Experience putting together social media listening queries and insights—you can fully manage and understand boolean queries
  • Strong analytical acumen—you can put together a simple SQL query, and are an expert at visualizing data in tools like Looker and Hex to pick apart trends.
  • Ability to navigate ambiguity—you can synthesize broad feedback and trends into comprehensive problem statements, outlining recommendations and actionable next steps to solve these problem statements.
  • Empathy—you genuinely care about the outcomes of bad (and good) experiences that Chime members and our community may face.
  • Background experience in Community Management (B2C), Social Media Care, or BPO/Operations Consulting background is strongly preferred

A little about us

At Chime, we believe that everyone can achieve financial progress. We're passionate about developing solutions and services to empower people to succeed. Every day, we start with empathy for our members and stay motivated by our desire to support them in ways that make a meaningful difference.

We created Chime—a financial technology company, not a bank*-- founded on the premise that basic banking services should be helpful, transparent, and fair. Chime helps unlock the access and ability our members need to overcome the systemic barriers that block them from moving forward. By providing members with access to liquidity, rewards, and credit building, our easy-to-use tools and intuitive platforms give members the ability to have more control over their money and to take action toward achieving their financial ambitions.

So far, we're well-loved by our members and proud to have helped millions of people unlock financial progress, whether they started a savings account, bought their first car or home, opened a business, or went to college. Every day, we're inspired by our members' dreams and successes, big and small.

We're uniting everyday people to unlock their financial progress—will you join us?

*Chime partners with The Bancorp Bank and Stride Bank, N.A., Members FDIC, that power the bank accounts used by Chime Members.

What we offer

  • A thoughtful hybrid work policy that combines in-office days and trips to team and company-wide events depending on location to ensure you stay connected to your work and teammates, whether you're local to one of our offices or remote
  • Hybrid work perks, like UrbanSitter and Kinside for backup child, elder and/or pet care, as well as a subsidized commuter benefit
  • Competitive salary based on experience
  • 401k match plus great medical, dental, vision, life, and disability benefits
  • Generous vacation policy and company-wide Take Care of Yourself Days
  • 1% of your time off to support local community organizations of your choice
  • Mental health support with therapy and coaching through Modern Health
  • 16 weeks of paid parental leave for all parents and an additional 6-8 weeks for birthing parents
  • Access to Maven, a family planning tool, with up to $10k in 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.

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, Cook County Ordinance, and consistent with Canadian provincial and federal laws. 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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