Program Manager, Dispute Experience

Who you are

You have a strong background in program management, ideally with experience in member or customer experience roles. You understand the importance of operational efficiency and have a knack for improving processes that enhance user satisfaction. Your analytical skills allow you to derive insights from data, helping to identify friction points and opportunities for improvement. You are comfortable working with cross-functional teams, including Operations, Risk, Product, and Engineering, to drive strategic initiatives. You have a proven track record of managing projects from inception to completion, ensuring that all stakeholders are aligned and informed throughout the process. You are detail-oriented and can create comprehensive documentation, including member journey maps and standard operating procedures, to support your initiatives. You are passionate about creating a seamless experience for members and are driven by the impact of your work on their satisfaction.

What you'll do

In this role, you will own the process documentation related to dispute resolution, ensuring that all materials are up-to-date and reflect best practices. You will analyze data to identify trends and insights that can inform improvements in the dispute experience. You will lead projects aimed at reducing friction for members and increasing automation in the dispute process. Your responsibilities will include developing compelling, data-backed insights that influence cross-functional roadmaps and project priorities. You will partner closely with various teams to operationalize improvements and ensure that changes are effectively implemented. You will also be responsible for tracking metrics tied to operational performance, compliance, and fraud mitigation, using these insights to drive continuous improvement. Your role will require you to communicate effectively with stakeholders at all levels, ensuring that everyone is aligned on project goals and outcomes. You will play a key role in fostering a culture of collaboration and innovation within the team, encouraging others to share ideas and contribute to the overall success of the dispute experience initiatives.

What we offer

Chime offers a competitive salary starting at $103,680 and going up to $144,000, depending on your experience and qualifications. Full-time employees are also eligible for bonuses and a competitive equity package, along with comprehensive benefits. You will have the opportunity to work in a supportive and inclusive environment where your contributions are valued. We encourage you to apply even if your experience doesn't match every requirement, as we believe diverse teams build better products.