Product Operations Manager

Job Description

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:

• Frictionless product: Use member insights to mitigate member issues with a simple, transparent product
• Self-service: Provide self-service and automated capabilities to help members solve their own problems; create community for members to support each other
• Excellent support: When members do have to contact us, provide them with excellent service.

As the Manager of Product Operations, you will play a key role in delivering a world-class experience to our member base. This is an individual contributor (IC) role with high impact and visibility.

Reporting directly to the Director of Product Operations, you will be accountable for driving operational readiness for 2 to 3 individual product areas, while developing and implementing processes that create tight feedback loops between our members, member service & experience teams, and product development teams, among others. You will find opportunities to use streamlined processes, metrics, better tools, and more efficient ways of supporting product change at tremendous scale.

As detailed below, the mandate of your role will be broad and focused on continually improving the member experience. The success of your role will ultimately be defined by member satisfaction across your assigned product areas, as measured by KPIs like contact rate, customer satisfaction and NPS.

In this role, you can expect to

• Establish, drive and continuously improve processes that ensure our members and member facing teams are informed of and well-prepared for product-driven changes
• Assure functional stakeholders are aligned on key objectives for product changes
• Develop operational playbooks to implement product strategy and manage complex projects through execution to excellence
• Advise product teams on feasibility of initiatives throughout the entire product lifecycle
• Create feedback channels that ensure problem areas are identified during testing and launch
• Identify and track success metrics to measure project performance related to product changes
• Surface key insights and make their impact obvious across the organization to support continuous improvement
• Develop relationships with and maintain regular communications with key stakeholders throughout the organization
• 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, Legal, Executives and other cross-functional teams)
• Be the voice of our members during product development and performance tracking.

To thrive in this role, you have

• BA/BS degree with 4+ years of operations strategy, product operations, program or project management, business consulting, finance, or similar analytical roles that worked closely with product and engineering teams.
• Experience building trusted partnerships with product and engineering teams
• 3+ years of cross-functional project management and leadership experience
• Excellent communication and presentation skills; a track record of successful engagement of both internal and external stakeholders
• Ability to leverage data to inform and support critical decisions with 2+ years of experience building dashboards using visualization tools such as Looker, Tableau, and Monday.com, any experience with CRM tools such as Zendesk, Salesforce would be desirable
• Previous experience working with and impacting user experience
• Power user status in Microsoft Excel/Powerpoint or Google Sheets/Slides
• Demonstrated ability to effectively identify, prioritize, and handle multiple work streams simultaneously in a dynamic and rapidly-changing environment
• Experience with and strong ability to formulate and present analyses and business cases to both technical and non-technical stakeholders
• Prior experience working with Customer Support data is desirable
• Experience working at a consumer technology company highly desirable

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 $14.5B. We've raised over $1B in funding from leading investors including DST, Coatue, Tiger Global, General Atlantic, Iconiq, Dragoneer, Menlo, Whale Rock, Access, Forerunner, Crosslink, Cathay, aCrew, 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.