Own and maintain CX process documentation (SOPs, journey maps, knowledge base content)
Drive operational excellence by streamlining and automating back office functions—from Legal/Compliance workflows and bank partner coordination to high-risk account actions
Identify friction points across the member and agent journey and implement scalable solutions
Influence cross-functional roadmaps using data-driven insights
Partner with various cross-functional teams such as Product, Legal, Risk, Vendor Ops, Quality, and Learning to optimize agent performance
Ensure operational readiness and assess support impact for new features and policy changes
Lead initiatives that measurably improve CSAT, resolution rates, and contact rate

Requirements

5+ years leading end-to-end programs in CX, Operations, or Product
Experience operating in regulated environments with strong compliance awareness
Demonstrated cross-functional partnership across Product, Compliance, Risk, and Ops
Strong analytical skills and experience using Looker, Tableau, Power BI, or similar tools
Proven ability to break down complex problems and influence roadmap direction
Experience building scalable processes that improved member experience metrics
Strong executive communication and stakeholder influence skills

Benefits

401k match
Great medical, dental, vision, life, and disability benefits
Generous vacation policy and company-wide Chime Days
Bonus company-wide paid days off
Annual wellness stipend
Up to 24 weeks of paid parental leave for birthing parents and 12 weeks 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

Applicant Tracking System Keywords

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

Hard Skills & Tools

CX process documentationSOPsjourney mapsdata-driven insightsoperational excellencecompliance awarenessanalytical skillsscalable processesmember experience metrics

Soft Skills

cross-functional partnershipinfluenceexecutive communicationstakeholder influence