Tech Stack

Description

In this role, you will drive the strategy for support experiences on new products at Chime, focusing on payments, cards, and transfers. You'll partner with cross-functional teams to improve self-service and reduce contact rates, using analytics to prioritize and measure impact.

Requirements

• 6+ years driving improvements in cross-functional environments in customer experience, program management, operations, or product enablement
• Experience managing end-to-end support journeys in high-growth environments
• Data-driven decision making with tools like Power BI, Tableau, Looker
• Strong ownership mentality and cross-functional influence
• Adaptability through ambiguity

Responsibilities

• Manage entry points, routing, automation, and resolution quality for new products and core cards/transactions/transfers products
• Partner with Product, Engineering, and Analytics to deliver new features optimized for member experience
• Use analytics to prioritize high-impact initiatives, track outcomes, and inform decision-making
• Test support flows via A/B testing and scale what works
• Drive standard operating procedures and workflows that are compliant and up-to-date