Senior Manager, Product Operations, Account Support

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:

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

As the Senior Manager of the Consumer & Growth Account Support team, you will be a key leader in the future of member support experiences at Chime. You will lead a team of product operations managers responsible for driving continuous process improvement initiatives across Chime’s suite of products, as well as leading the project management of new product and feature roll-outs. You will guide your team to partner closely with cross-functional stakeholders to develop data-driven hypotheses and solutions that enable frictionless experiences and rapid, high quality support experiences.

In this role, you’ll coach, inspire and develop your team, help drive Product and Support strategy & cross-functional initiatives and prioritize projects, all while leading your team in advocating for Chime members . You’ll stay close to the work by directly owning relationships with product leaders and product managers across our member experience teams as you build business plans and project manage through new product and feature roll-outs.

This job cannot be performed in the state of Colorado.

In this role, you can expect to:

• Advocate for our members and provide meaningful insights to internal teams (e.g., Product) working to improve the member experience.
• Cultivate in your team a deep understanding of member experiences across Chime’s suite of products and make data-driven decisions and continuous process improvements
• Build a team of product operations managers who will work to efficiently with Product & other cross-functional stakeholders to add value by advocating for the member experience and providing member insights throughout the product development lifecycle.
• Own proper operational staffing and prioritization amongst multiple Product-driven initiatives to ensure operational readiness upon launch
• Create reporting to assess the impact of new products & features on the member experience
• Create best practices to ensure member insights and data-driven recommendations are regularly cultivated and shared with key business partners in product and operations
• 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, Finance, Executives and other cross-functional teams)
• Develop relationships with and maintain regular communications with key stakeholders throughout the organization
• Build a culture of trust, collaboration and commitment to excellence

To thrive in this role, you have:

• A Bachelor's Degree (MBA or graduate degree preferred) and 8+ years experience in product operations, product management, program management, business consulting, finance, or similar analytical roles
• 5+ years of cross-functional project management and leadership experience, ideally in a consumer technology or consulting in similar industries
• 4+ years of direct people management experience in a fast-paced, agile environment
• Ability to leverage data to inform and support critical decisions with 3+ years of experience of SQL and querying skills (experience working in and with Customer Support data is a plus)
• Excellent communication and presentation skills; a track record of successful engagement of both internal and external stakeholders
• Previous experience working with and impacting user experience
• Demonstrated ability to effectively identify, prioritize, and handle multiple work streams simultaneously in a dynamic and rapidly-changing environment
• Ability to foster collaboration and facilitate teamwork
• Highly motivated self-starter with a desire to grow and learn

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 $25.5B. We’ve raised over $1.7B in funding from leading investors including Sequoia Capital Global Equities, SoftBank Vision Fund 2, General Atlantic, Tiger Global, Dragoneer, DST, Coatue, Iconiq, Menlo Ventures 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.