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Director of Consumer Program, Member Services

Company: Chime
Location: San Francisco
Posted on: January 15, 2021

Job Description:

Director of Consumer Program, Member Services Chime is building a world-class member service organization, and we believe member support should be built around 3 guiding principles:

  • Frictionless product: Use member insights to mitigate member issues with a simple, transparent product
  • Self-service: Provide self-service and automated capabilities to help members solve their own problems; create community for members to support each other
  • Excellent support: When members do have to contact us, provide them with excellent service. In our member services organization, the program management teams are responsible for improving our member experience and support operations, for both self-service and live support. They partner closely with operational leaders, product and engineering teams, and other internal departments to build processes that enable frictionless experiences and rapid, high quality support experiences. The scope for program management teams spans both continuous improvement and leading new product and initiative roll-outs. This role leads our Consumer program in our member services organization. The Consumer program oversees all member support related to money management and money movement in Chime's spending, savings and credit accounts. To do this, you will lead a team that owns developing the strategy for quality improvement, steering cross-functional initiatives, delivering stellar operating outcomes, and continuous process improvement. Your work - strategy, execution and continuous improvement - will impact thousands of BPO employees and millions of Chime members. This is a senior role, highly visible to company executives, and has a considerable impact on our success and the experience of our members. This role requires an experienced leader who thrives in a flat, fast-moving organization using lightweight processes, creative ideas, and quick iteration to make a significant impact. You and your team will be accountable for substantially improving the quality of Chime's support and will influence the company's product roadmaps, approach to risk management, and internal tooling. In this role, you can expect to
    • Be directly responsible for the quality of all support experiences related to the Consumer products and features
    • Develop the strategy and roadmap to substantially increase the quality of Consumer-related support interactions (both self-service and live)
    • Deeply understand the Consumer-related member experience and make data-driven decisions and continuous process improvements
    • Collaborate with teammates, cross-functional partners, and BPO partners to scale our support while delivering quality improvement, with a strong focus on business metrics and the member experience
    • Represent our members and provide meaningful insights to internal teams (e.g., Product) working to improve the member experience
    • Develop a high performing team, building a strong teamwork environment and investing in the personal development of your team To thrive in this role, you have
      • A Bachelor's Degree (MBA or graduate degree preferred) and 10+ years experience in customer service, program management or operations
      • Prior professional experience with process optimization and program management
      • Ability to synthesize disparate information quickly to develop a succinct, accurate summary of the opportunity/need. Comfortable with both setting the long-term strategy and making it happen, digging deep into the details
      • Comfortable in a fast-paced environment where vision remains the same but information may not be 100% available and priorities can change frequently
      • Proven track record of people management, including experience managing nimble, distributed, multi-disciplinary teams
      • Ability and willingness to travel domestically and internationally, approx. 25% of the time (post COVID)
      • BPO operations or consulting background preferred but not required 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 $14.5B. We've raised over $1B in funding from leading investors including DST, Coatue, Tiger Global, General Atlantic, Iconiq, Dragoneer, Menlo, Whale Rock, Access, Forerunner, Crosslink, Cathay, aCrew, and others.-- What we offer

Keywords: Chime, San Francisco , Director of Consumer Program, Member Services, Executive , San Francisco, California

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