[Hiring] Sr. Program Manager, Gen AI Voicebot @CHYM

Role Description

Chime is building a world-class customer (member) experience. As a Senior Program Manager of the Member and Agent Intelligence Operations team, you are a key member responsible for delivering successful insights, initiatives, and recommendations to improve our member experience.

• Drive the development of the IVR and the Gen AI Voicebot roadmaps in close partnership with Product and Operations teams
• Translate business and technical requirements into roadmap deliverables
• Deep dive into performance data for the voice channels to understand the key drivers for key metrics
• Deliver weekly and monthly insights and roadmaps for the Voice support channels
• Develop a robust set of leading indicators for Voice bot performance
• Partner closely with IVR and AR tools, platforms, and vendors to improve and optimize performance

Qualifications

• 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
• 2+ years experience operationalizing and managing Gen AI customer experience products and features
• Experience in working with IVR platforms and vendors
• Strong project management experience; 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 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. 25% of the time

Benefits

• In-office work policy designed to keep you connected - four days a week in the office and Fridays from home for those near one of our offices
• In-office perks including backup child, elder, and/or pet care, plus a subsidized commuter benefit
• Competitive salary based on experience
• 401k match
• 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 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 fellow Chimers
• A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech