Chime

Senior Program Manager, Gen AI Governance

Chime

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $130,000 - $180,000 per year

Job Level

Senior

About the role

  • Develop and implement governance, compliance, and QA frameworks for Chime’s customer facing Gen AI voice and chatbots to enable and optimize channels for scale
  • Establish clear program structure, operating rhythms, decision forums, and escalation paths across Product, Engineering, Legal, Compliance, Risk, Trust & Safety, and CX.
  • Define and maintain governance standards, documentation, and artifacts (e.g., model cards, risk assessments, launch checklists, approval gates).
  • Partner with Compliance, Legal, Product, Engineering, and Operations teams and external vendors in the implementation and execution of the frameworks and business controls
  • Develop a set of key governance metrics in partnership with key stakeholders and build associated dashboards
  • Own and drive a regular meeting rhythm and reporting cadence for all key stakeholders, including key insights
  • Develop and roll out incident playbooks with key stakeholders including workflows, R&R, SLAs
  • Develop frameworks for automated evaluations including test criteria, sign-off processes, and launch KPIs
  • Build a Gen AI operations launch playbook and ChatGPT tool for internal stakeholders
  • Translate compliance, QA, business and technical requirements into roadmap deliverables
  • Deep dive into performance data for the voice and chat channels to understand the key drivers for key metrics
  • Partner closely with IVR and AR tools, platforms, and vendors to improve and optimize performance

Requirements

  • 4+ years of leading AI governance programs for customer facing Gen AI experiences and working with product, engineering, compliance, and operations teams
  • 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
  • Excellent communication skills with the ability to translate complex AI concepts to non-technical stakeholders.
  • Strong project management experience; you have a 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 the 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. 10% of the time
Benefits
  • 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
  • Access to Maven, a family planning tool, with $15k lifetime reimbursement for egg freezing, fertility treatments, adoption, and more.
  • 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
  • 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!

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
AI governanceprogram managementproduct managementcompliance frameworksQA frameworksproduct roadmapsincident playbooksgovernance metricsautomated evaluationsperformance data analysis
Soft skills
communication skillsproject managementmulti-taskingsynthesizing insightspresentation skillsinfluencingrelationship buildingadaptabilitystakeholder engagementproblem-solving