Chime

Program Manager

• Lead end-to-end ownership of OMX's highest-priority strategic initiatives, delivering measurable business impact through exceptional program leadership.
• Bring structure to ambiguity by developing clear execution plans, aligning stakeholders, and driving complex initiatives from strategy through delivery with minimal oversight.
• Anticipate risks, proactively adapt to changing business priorities, and ensure programs remain on track through thoughtful planning, governance, and operational rigor.
• Build compelling, data-driven narratives and executive communications that drive alignment, influence decision-making, and accelerate progress across the organization.
• Partner directly with senior leaders and cross-functional teams to drive accountability, solve complex operational challenges, and deliver scalable solutions that advance OMX's strategic priorities.
• Continuously observe how teams across OMX operate, identifying patterns, inefficiencies, and opportunities beyond your assigned programs. Partner with SOTO to leverage AI, automation, and scalable operating practices that simplify workflows, increase organizational capacity, and improve how OMX executes at scale.
• Champion a culture of continuous improvement by introducing scalable operating mechanisms, strengthening program governance, and helping teams execute with greater speed, clarity, and efficiency.

Senior Program Manager, OMX SOTO

• Develop and implement cross-functional strategic initiatives to create and scale world-class support experiences for our members.
• Perform analyses and conduct research to assess new opportunities and inform decision-making.
• Effectively present insights and influence outcomes with Chime executives and key collaborators (e.g., Product, Operations, Engineering, Analytics, and other cross-functional teams)
• Bring structure to ambiguous problems, including defining clear problem statements, analytical frameworks, and quantifiable metrics for measuring success
• Develop and deliver well structured and compelling narratives that drive clarity, understanding and alignment around new ideas

Senior Program Manager, Strategy – Innovation

Full-stack Engineer

• Build and maintain deployment infrastructure for Data Engineering workflows, including Airflow, Flink, and chalk.ai environments
• Own and operate Chime's core storage technologies — DynamoDB and RDS — serving both data engineering and platform teams
• Write infrastructure-as-code using Terraform and manage workloads on Kubernetes in production
• Partner closely with Data Engineering to translate their needs into scalable, reliable infrastructure solutions
• Drive reliability improvements across the platform — observability, capacity planning, and operational hygiene
• Participate in the full lifecycle of infrastructure changes: design, build, test, and ship
• Help shape how the Data Infra team scales its practices as Chime grows

Software Engineer, Infrastructure

• 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.

Program Manager, Dispute Experience

Manager

• Lead forecasting, capacity planning, scheduling, and workforce optimization activities across a large-scale global customer operations organization supporting more than 4,000 agents.
• Develop staffing plans that align member demand, service level objectives, employee experience, and financial goals.
• Partner with Operations, Finance, Vendor Management, and Analytics teams to ensure workforce strategies support business priorities and long-term growth.
• Monitor workforce performance, identify emerging risks and opportunities, and recommend staffing adjustments that improve operational outcomes.
• Establish and enhance processes that improve forecast accuracy, staffing efficiency, schedule effectiveness, and workforce performance.
• Champion AI, automation, and emerging workforce technologies to improve scalability, forecasting precision, and operational decision-making.
• Manage, coach, and develop a high-performing workforce management team while fostering a culture of accountability, collaboration, inclusion, and continuous improvement.

Senior Manager

Account Manager

• Own performance governance for assigned Partner/BPO operations, including SLAs, quality, productivity, staffing adherence, operational efficiency, and member experience outcomes.
• Lead daily, weekly, and monthly partner performance reviews with clear metrics, action plans, owners, timelines, and expected business impact.
• Translate operational performance trends into root-cause insights, risk assessments, and data-backed recommendations.
• Drive accountability with external partners by identifying performance gaps, aligning on corrective actions, and ensuring sustained follow-through.
• Lead complex, cross-functional initiatives that improve member and service experience, from problem definition and stakeholder alignment through execution, change management, and post-launch measurement.
• Partner closely with Disputes Experience, Complaints, Risk, Workforce Management, Quality, Compliance, Product, Finance, Procurement, and Operations Strategy to remove blockers and improve frontline execution.
• Develop concise, executive-ready updates that connect frontline performance, member impact, risks, tradeoffs, and recommended next steps.

Senior Partner Manager

Business Analyst

• Translate complex data signals into root-cause narratives and actionable operational or product recommendations.
• Define success metrics, KPIs, monitoring frameworks, and develop predictive analytics mechanisms for Disputes and Fraud Ops.
• Build enhanced metric and KPI frameworks that help identify emerging trends, performance shifts, and anomalies across Fraud Ops and Dispute Ops.
• Conduct in-depth workflow and lifecycle analyses to identify friction points, root causes, and opportunities to improve Trust & Safety processes.
• Partner with Product, Engineering, Fraud Strategy, and Ops to evaluate and improve AI-enabled workflows.
• Analyze model outputs, false positives/negatives, and decision accuracy to recommend enhancements.
• Design and evaluate A/B tests, policy changes, rule deployments, workflow adjustments, and operational interventions.
• Create concise, executive-level summaries that distill investigations into clear narratives with quantified impacts and recommended next steps.
• Work closely with Operations, Risk, Product, and Engineering to ensure shared understanding of problems and alignment on solutions.