Senior Manager, Digital Service Experience

As Chime continues to grow, we’re focused on delivering a frictionless and personalized service experience fueled by technology.  We are seeking an innovative and visionary Customer Experience Leader to manage and optimize our Live Chat and IVR (Interactive Voice Response) channels powered by Generative AI. This role combines expertise in customer experience management with AI technologies to deliver seamless, personalized, and efficient interactions across these key communication channels. The ideal candidate will have a strong background in customer engagement strategies, operational and people leadership, and a deep commitment to enhancing customer satisfaction.

The base salary offered for this role and level of experience will begin at $168,570.00 and up to $238,900.00. 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

Be an Action Enabler

• Cross functional leadership; Work closely with product, engineering and operations leaders;  Develop a track record of leading, sponsoring and/or delivering initiatives that improve the IVR, Chatbot, Voicebot and Live Chat experience 
• Drive execution through people by helping set clear goals, navigate through ambiguity, define roles, and measure results. Inspire a team of self-starters, change agents, and exceptional problem solvers who can steer cross-functional initiatives and deliver stellar operating outcomes. 

Be a Talent Builder

• Be a mentor; Develop team members and foster a culture of innovation, collaboration and continuous improvement. Assist the team to make data-driven decisions in developing the roadmap to improve the Digital/Channel service experience
• Enable growth; Maintain a high bar in terms of product thinking and analytical depth for your team through selective hiring and mentorship. 
• Nurture talent; Focus on building a team of diverse individuals who feel supported, valued and empowered to accomplish ambitious business and professional goals.

Be a Visionary and StoryTeller

• Be an advocate; Create and align your team around a compelling vision and connect individual work to current and longer-term company and team goals. 
• Drive clarity;  Understand complex business problems and break them down into a structured approach

To thrive in this role you

• 5+ years of experience in formulating a customer service channel strategy (Interactive Voice Response (IVR), Live Chat, Generative AI Bots)and driving results; exposure to CX Systems of Engagement from third party vendors such as Twilio, Five9, and/or NICE
• 5+ years of direct people management experience 
• 5+ years of experience in product operations, program management, and/or consultancy roles
• Strong analytical and problem-solving skills. Ability to leverage data to inform and support critical decisions. CRM, Looker (or Tableau) experience necessary. 
• Hands-on experience in Generative AI and conversational AI tools/applications
• Demonstrated experience in overseeing large programs and creating process improvement workflows
• Exercise sound judgment in the development of solutions for a dynamic and innovative business
• Possess outstanding communication skills; you are able to articulate complex concepts in a clear manner
• Have the ability to work independently and flexibly while ensuring appropriate transparency and escalation when necessary
• Work for a fast-paced, high-growth organization with occasional travel. BPO exposure/experience is a plus.

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 basic banking services should be helpful, transparent, 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

• 🏢 A thoughtful hybrid work policy that combines in-office days and trips to team and company-wide events depending on location to ensure you stay connected to your work and teammates, whether you’re local to one of our offices or remote
• 💻 Hybrid work perks like backup child, elder and/or pet care, as well as a subsidized commuter benefit
• 💰 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!
• 💚 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.

We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. Chime is proud to be an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, Cook County Ordinance, and consistent with Canadian provincial and federal laws. If you have a disability or special need that requires accommodation, please let us know.

To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice.

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