[Remote] Program Manager, Dispute Experience

Note: The job is a remote job and is open to candidates in USA. Chime is a financial technology company focused on helping individuals achieve financial progress. They are seeking a Program Manager in Member Experience to drive compliance and operational excellence in dispute operations, focusing on regulatory adherence and improving the dispute experience for members and agents.

Responsibilities

• Own and improve process documentation (e.g., member journey maps, knowledge base library, standard operating procedures), acting as a subject matter expert of the dispute resolution process and experience
• Review and respond to internal and external audit requests, including sponsor bank and control testing reviews, ensuring all findings are analyzed, addressed, and remediated within established timelines
• Support dispute-related inquiries, analyzing themes, providing responses for internal and bank-partner reviews, and summarizing key trends and recommendations to improve member and agent experiences
• Monitor and report on key metrics related to dispute operations, compliance, and member experience to assess performance and drive improvements
• Continuously analyze data and identify areas of friction, scope problem statements, build project plans, and own execution to drive improvement to key metrics
• Develop and share compelling data-based insights about the member experience and project impact with Product, Risk and other organizations; gain other organizations’ support for your projects; influence other organization’s roadmaps to deliver member and agent experience improvements
• Partner with Vendor Operations, Quality, Learning, Content and others to identify agent improvement opportunities; team up to execute on those opportunities
• Support launch readiness efforts for new products/features; work closely with Finance, Workforce Management, Vendor Operations and others to ensure operational readiness; provide impact analysis on the member and agent experiences and advocate for improvements
• Contribute to a culture of trust, collaboration and commitment to excellence
• Perform other ad hoc tasks and responsibilities as assigned

Skills

• 6+ years experience in product operations, product management, program management, consulting, or similar analytical roles at a financial services organization
• 3+ years of experience in card issuer dispute operations with comprehensive knowledge of Regulation E, Regulation Z, and UDAAP, including the ability to interpret and apply these requirements to operational processes
• Ability to leverage data to inform and support critical decisions; candidates will have foundational SQL and data visualization experience using tools like Looker, Tableau, or Microsoft Power BI
• Experience working with cross-functional teams such as product managers, data analysts, operations analysts, engineers in building operations processes and systems
• Excellent communication and presentation skills; ability to foster collaboration and facilitate teamwork
• Ability to effectively identify, prioritize, and handle multiple work streams simultaneously in a dynamic and rapidly-changing environment
• Highly motivated self-starter with a desire to grow and learn
• Preference for candidates with deep experience in process management and continuous improvement

Benefits

• Full-time employees are also eligible for a bonus, competitive equity package, and benefits.
• 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.
• 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!

Company Overview

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