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Program Manager, Voice of the Member
About the Role
At Chime, we believe the best decisions start with a deep understanding of our members. As part of the Voice of the Member team, you'll help uncover what members are experiencing, why it matters, and how Chime can respond.
You'll help deepen and scale that understanding across the company by turning member sentiment, feedback, and other experience signals into actionable insights. Working across sources like support conversations, social channels, app reviews, surveys, and operational data, you'll identify meaningful patterns, investigate emerging issues, and help teams make more informed decisions on behalf of our members. You'll also experiment with AI, automations, and new ways of delivering insights so teams can access and act on the member perspective more quickly and effectively.
This role is ideal for someone who loves solving ambiguous problems, connecting dots across multiple sources of information, and turning complex information into clear, compelling stories. You'll partner closely with product teams, business leaders, and executives to help ensure the member perspective is embedded in the decisions that matter most.
The base salary offered for this role and level of experience will begin at $105,000.00 and up to $145,000.00. 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
- Investigate the biggest sources of member frustration and delight across Chime, combining signals from feedback, support conversations, social channels, app reviews, and operational data to understand what's happening and why.
- Build and evolve tools, automations, and AI-enabled workflows that help teams across Chime access, understand, and act on member insights more effectively.
- Identify opportunities where manual analysis, reporting, or decision-making can be improved through automation, experimentation, and new approaches to surfacing member sentiment at scale.
- Turn complex findings into clear, compelling narratives that help product teams, business leaders, and executives make better decisions on behalf of our members.
- Lead deep-dive analyses on important member experience topics, identifying root causes, quantifying impact, and uncovering opportunities to improve the member experience.
- Shape and deliver company-wide sentiment readouts that help Chime stay connected to what members are experiencing and where we should focus our attention.
- Ask questions others aren't asking, proactively investigate emerging issues, and surface insights that help Chime better understand and serve its members.
- 4+ years of experience in consulting, product management, product operations, strategy & operations, user research, customer insights, analytics, or similar roles that required structured problem solving and cross-functional influence.
- A track record of turning complex information into clear, compelling narratives that help others understand what matters and what to do next.
- Strong analytical instincts and comfort working with both quantitative and qualitative data. You know how to ask thoughtful questions, separate signal from noise, and build confidence in your conclusions.
- A high degree of curiosity, ownership, and self-motivation. You're energized by ambiguous problems, proactively explore new ideas, and don't wait for someone else to tell you what to investigate next.
- Experience using AI tools to learn quickly, investigate problems, automate workflows, or improve how work gets done. You don't need to be an engineer, but you're excited to experiment and continuously expand your toolkit.
- Excellent written and verbal communication skills, with the ability to tailor your message for audiences ranging from individual contributors to senior leaders and executives.
- A genuine curiosity about what drives member experiences, paired with a desire to influence decisions that create meaningful impact at scale.
#LI-AM1 #LI-Remote
A little about us
At Chime, we believe that everyone can achieve financial progress. We created Chime-a financial technology company, not a bank*-on the premise that core banking services should be helpful, easy, and free. Through our user-friendly tools and intuitive platforms, we empower our members to take control of their finances and work towards their goals. Whether it's starting a savings account, purchasing a first car or home, launching a business, or pursuing higher education, we're proud to have helped millions unlock their financial potential.
We're a team of problem solvers, dreamers, and builders with one shared obsession: our members. From day one, Chimers have worked tirelessly to out-hustle and out-execute competitors to bring our mission to life. Their grit and determination inspire us to work harder every day to deliver the very best experience possible. We each bring an owner's mindset to our work, refusing to be outdone and holding ourselves accountable to meet and exceed the highest bars for our teams, our company, and our members.
We believe in being bold, dreaming big, and taking risks, while also working together, embracing our diverse perspectives, and giving each other honest feedback. Our culture remains deeply entrepreneurial, encouraging every Chimer to see themselves as stewards of our mission to help everyday Americans unlock their financial progress.
We know that to achieve our mission, we must earn and keep people's trust-so we hold ourselves to the highest standards of integrity in everything we do. These aren't just words on a wall-our values are embedded in every aspect of our business, serving as a north star that guides us as we work to help millions achieve their financial potential.
Because if we don't-who will?
*Chime is a financial technology company, not a bank. Banking services provided by The Bancorp Bank, N.A. or Stride Bank, N.A., Members FDIC.
What we offer for our full-time, regular employees
- Our in-office work policy is designed to keep you connected - with four days a week in the office and Fridays from home for those near one of our offices, plus team and company-wide events depending on location. Whether you're coming in regularly or are part of our fully remote program, you'll stay engaged with your work and teammates.
- Benefits that support your work and life, including backup child, elder, and pet care and subsidized commuter benefits for eligible employees.
- Comprehensive health, financial, and wellbeing benefits designed to support you at every stage of life.
- Generous vacation policy and company-wide paid days off
- 1% of your time off to support local community organizations of your choice
- Annual wellness stipend to use towards eligible wellness related expenses
- Up to 22 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents
- Access to family planning reimbursement
- ♥ 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.
Chime is proud to be an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, genetic information, veteran status, or any other legally protected basis under provincial, federal, state, and local laws, regulations, or ordinances. We will also consider qualified applicants with criminal histories in a manner consistent with the requirements of state and local laws, including the San Francisco Fair Chance Ordinance, Cook County Ordinance, NYC Fair Chance Act, and the LA City Fair Chance Ordinance, and consistent with Canadian provincial and federal laws. If you have a disability or special need that requires accommodation during any stage of the application process, please contact: benefits@chime.com.
To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice.
