As a Senior Program Manager of the Member and Agent Intelligence Operations team, you are a key member of the Member Strategy & Experience Operations organization responsible for delivering successful insights, initiatives and recommendations to improve our member experience in our Gen AI customer facing channels

• As a program leader, you will develop and implement critical governance frameworks, controls, and processes and work across Compliance, Operations, Legal, Product, Engineering, and AI vendors on a daily basis
• You will use quantitative and qualitative analysis to help Chime identify areas of opportunity that provide the most value towards our KPIs
• You will use various points of data to develop insights, turn those insights into recommendations, and through your cross-functional partnerships, help launch initiatives to improve the member and agent experience
• Using your relationships & your ability to manage change, you will help the organization rally around your initiatives and be able to tell the story of how your initiatives met your targeted goals
• Develop and implement governance, compliance, and QA frameworks for Chime’s customer facing Gen AI voice and chatbots to enable and optimize channels for scale
• Establish clear program structure, operating rhythms, decision forums, and escalation paths across Product, Engineering, Legal, Compliance, Risk, Trust & Safety, and CX
• Define and maintain governance standards, documentation, and artifacts (e.g., model cards, risk assessments, launch checklists, approval gates)
• Partner with Compliance, Legal, Product, Engineering, and Operations teams and external vendors in the implementation and execution of the frameworks and business controls
• Develop a set of key governance metrics in partnership with key stakeholders and build associated dashboards
• Own and drive a regular meeting rhythm and reporting cadence for all key stakeholders, including key insights
• Develop and roll out incident playbooks with key stakeholders including workflows, R&R, SLAs
• Develop frameworks for automated evaluations including test criteria, sign-off processes, and launch KPIs
• Build a Gen AI operations launch playbook and ChatGPT tool for internal stakeholders
• Translate compliance, QA, business and technical requirements into roadmap deliverables
• Deep dive into performance data for the voice and chat channels to understand the key drivers for key metrics
• Partner closely with IVR and AR tools, platforms, and vendors to improve and optimize performance

To thrive in this role, you have(requirements)

• 4+ years of leading AI governance programs for customer facing Gen AI experiences and working with product, engineering, compliance, and operations teams
• 7+ years of experience leading cross-functional initiatives in product management, program management, or consulting, ideally in customer experience
• 5+ years developing product roadmaps and working with product, engineering and operations teams
• Excellent communication skills with the ability to translate complex AI concepts to non-technical stakeholders
• Strong project management experience; you have a demonstrated track record of multi-tasking and coordinating efforts across multiple stakeholders
• Strong ability to understand and synthesize insights into meaningful and actionable steps
• Excellent communication and presentation skills; a track record of successful engagement of both internal and external stakeholders
• 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 #LI-EI1 #LI-Remote

• The base salary offered for this role and level of experience will begin at $130,000 and up to $180,000
• 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

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. 💻 In-office perks including backup child, elder, and/or pet care, plus a subsidized commuter benefit to support your regular commute 💰 Competitive salary based on experience ✨ 401k match plus great medical, dental, vision, life, and disability benefits 🏝 Generous vacation policy and company-wide Chime Days, bonus 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 24 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents 👪 Access to Maven, a family planning tool, with $15k lifetime 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! *Perks also available to Chime Interns