About the role

As the Intake & Portfolio Program Manager, you will be responsible for leading the speed, quality, and user satisfaction of the intake and portfolio management process for work in our Operations and Member Experience (OMX) organization. OMX is responsible for centralized operations at Chime. We craft, deliver and continuously improve operations in support of our members.

Leading change through the intake & portfolio management process is more than simply telling our agents about the cool stuff Chime is building for our members. Handling change is about crafting and delivering change through clear, scalable processes and systems. Through these efforts we strive to increase member and agent satisfaction, reduce the cost and risk of poorly led change and avoid fire drills, excessive meetings, and unclear ownership.

In this role, the program manager will lead the end-to-end process flow, including reviewing OMX change intake submissions, triaging submissions to an array of cross functional teams, aligning partners on timelines, and hosting weekly sprint meetings to approve submissions. The program manager will ensure that the program runs smoothly, remains accurate, and that teams are abiding by the agreed upon SLAs. The program manager will also own reporting - sending out weekly, monthly, and quarterly reports to various partners ranging from the OMX leadership team to the entire organization. The program manager will be responsible for driving continuous improvements and innovation to the program to meet the needs of crucial team members (project submitters, project reviewers, and leaders of the organization), with a view towards scaling and driving automation over time. In addition, the program manager will create and maintain relevant knowledge and training resources for internal partners.

The base salary offered for this role and level of experience will begin at $103,680 and up to $144,000. 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.

In this role, you can expect to

• Own and manage the process: Own and maintain the intake process, including manage the process, hosting regular meetings, collaborating closely with the key partners, and unblocking/escalating as needed
• Drive reporting and share insights: Lead the reporting dashboards, create and send reports to leaders, share insights with team members to highlight trends, and provide data driven recommendations for improvements
• Manage continuous process improvement: Gather feedback from stakeholders as well as self-identify areas of opportunities to implement strategic innovation across the program to meet user needs
• Manage the OMX Portfolio: Maintain the portfolio as the source of truth for OMX by ensuring teams are abiding by SLAs, ensuring high quality submissions, and implementing teams to keep submissions updated
• Create and manage content and training: Run content resources (e.g., training, Confluence) to support process stakeholders, identifying knowledge gaps and adding content as needed
• Implement tooling improvements: Work with IT Engineering partners to make updates and improvements to the program in Jira in order to “keep the lights on” and scale the program as the organization changes

To thrive in this role, you have

• 5+ years of experience in process governance (e.g. portfolio management, intake management, issue management, etc.).
• Highly organized and diligent with strong analytical and project management skills.
• Ability to abide by strict SLAs (daily / weekly goals) and empower cross functional teams to meet their SLAs as well.
• Ability to remain flexible and manage competing priorities under demanding deadlines.
• Strong interpersonal and collaboration skills, and sophisticated stakeholder management, with experience influencing partners outside of your direct team.
• Strong technical skills required to run a program in Jira, and create and maintain reporting (e.g., Jira, Google Suite, Looker).
• “Get it done” attitude, strong sense of ownership, and urgency regarding work product.

A little about us

We created Chime because we believe everyone deserves financial peace of mind. By eliminating unnecessary fees and helping people grow their savings automatically, we’ve empowered millions of Americans to take control of their finances.

Chime is the largest and fastest-growing U.S. player in the challenger-banking space. Through our banking partners, we offer access to bank accounts with fee-free overdraft, provide members the chance to receive early access to their paychecks, help them improve their credit, and more!

We’ve built one of the most experienced leadership teams in Fintech and were recently valued at over $25.5B. We’ve raised over $1.7B in funding from leading investors including Sequoia Capital Global Equities, SoftBank Vision Fund 2, General Atlantic, Tiger Global, Dragoneer, DST, Coatue, Iconiq, Menlo Ventures and others.

What we offer

• 💰 Competitive salary based on experience
• ✨ 401k match plus the usual medical, dental, vision, life, and disability benefits
• 🏝 Generous vacation policy and company-wide Take Care of Yourself Days
• 🖥 Virtual events to connect with your fellow Chimers- think cooking classes, 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 create a completely new kind of banking service

We know that great work comes from great, and inclusive teams. At Chime, we specifically look for individuals of varying strengths, skills, backgrounds, and ideas. 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. 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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