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Program Manager, Fraud Experience

3 months ago

San Francisco, California, United States Chime Full time

About the role

As a Program Manager on our Identity & Fraud Experience team, you will be responsible for helping to build the future of member support experiences at Chime. While many teams are focused on the here and now - you're constantly focused on what's next. You will be responsible for partnering with teams across product, support and more, to advocate for Chime members and build our strategy to best support them.

To be successful in this role, we're looking for a self-starter who can look to the future and who has the project management expertise to make their vision a reality. This role is best fit for someone who thrives in a flat, fast-moving organization and can confidently make impactful decisions in an ever changing environment.

The base salary offered for this role and level of experience will begin at $103,680.00 and up to $144, 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 maintain support process documentation for Fraud(e.g., member journey maps, knowledge base library, standard operating procedures); act as a subject matter expert of the member experience and Fraud best practices
  • Be responsible for metrics related to Member Experience, re-enablement rate, agent efficiency and accuracy; continuously analyze data and identify areas of friction in the member experience while balancing the safety and security of our Members, scope problem statements, build project plans, and own execution to drive improvement to key member experience metrics
  • Develop and share compelling data-based insights about the member experience 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, Risk, and others to identify agent improvement opportunities; team up to complete 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

To thrive in this role, you have:

  • 4+ years of cross-functional project management and leadership experience or consulting, ideally in a consumer technology
  • Strong project management experience; you have a demonstrated track record of multi-tasking and coordinating efforts across multiple team members
  • Ability to use data to inform and support critical decisions with 3+ years of experience of data analysis skills (SQL and Customer Support data experience is a plus)
  • Excellent communication and presentation skills; a track record of successful engagement of both internal and external partners
  • 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.
  • Comfortable in a fast-paced environment where vision remains the same but information may not be 100% available and priorities can change frequently
  • Ability and willingness to travel domestically and internationally, approx. 25% of the time (post COVID)
  • BPO operations or consulting background preferred but not required

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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