SanFranRecruiter Since 2001
the smart solution for San Francisco jobs

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

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category

Other Executive Jobs

Unilever: Associate Category Management Manager - Albertsons
Description: Title: Associate Category Management Manager Location: Pleasanton, CABackground Purpose of the JobLead Category Management initiatives for Albertsons business by driving Category Management principles (more...)
Company: Unilever
Location: Pleasanton
Posted on: 01/18/2021

Technical Product Manager
Description: Description Walmart's Customer Experience Engineering Organization is starting to think greenfield in its approach towards building the best in class next-gen customer experiences both on the web and (more...)
Company: Walmart Global Tech
Location: San Bruno
Posted on: 01/18/2021

Services Program Manager
Description: Hill Physicians Medical Group has an immediate opening for a dynamic Program Manager, Service Innovation Overview The I.T. leader shares power, puts the needs of the employees first and helps people develop (more...)
Company: Hill Physicians Medical Group
Location: San Ramon
Posted on: 01/18/2021

Manager Dublin
Description: Restaurant ManagerWe are growing and are looking for passionate individuals who share our love for providing an excellent culinary experience, warm small-town hospitality and exceptional service to our (more...)
Company: Lazy Dog Restaurants, LLC
Location: Dublin
Posted on: 01/18/2021

Senior Manager, SRE
Description: About Gap Inc.Our brands bridge the gaps we see in the world. Old Navy democratizes style to ensure everyone has access to quality fashion at every price point. Athleta unleashes the potential of every (more...)
Company: Gap
Location: Pleasanton
Posted on: 01/18/2021

Social Media Manager
Description: Who We Are 2K publishes some of the most popular video game franchises on the planet including Borderlands, BioShock, NBA 2K, WWE 2K, XCOM, and Sid Meier---s Civilization. Our team is comprised of experienced (more...)
Company: 2K
Location: Novato
Posted on: 01/18/2021

Director, Global Professional Affairs Myopia Management
Description: Job Description - Director, Global Professional Affairs Myopia Management SAN0111 Job Description Director, Global Professional Affairs Myopia Management - SAN0111 Description CooperVision, a division (more...)
Company: CTI Education Group
Location: San Ramon
Posted on: 01/18/2021

CRNA / Case Management / California / Permanent / Behavioral Health RN
Description: Care Managers perform integrated case management CM and disease management DM activities demonstrating clinical judgment and independent analysis, collaborating with members and those involved with (more...)
Company: Blue Shield of California
Location: Rancho Cordova
Posted on: 01/18/2021

Senior Engineering Manager
Description: What You Will Do We are looking for an experienced Senior Engineering Manager to lead our Data Engineering and Platform team. At 2K data is the lifeblood of everything we do. We are a data driven organization (more...)
Company: 2K
Location: Novato
Posted on: 01/18/2021

Used Car Sales Manager
Description: Our dealership is looking for a Used Car Manager to lead our pre-owned vehicle department. In this position,
Company: Marin Subaru
Location: San Rafael
Posted on: 01/18/2021

Log In or Create An Account

Get the latest California jobs by following @recnetCA on Twitter!

San Francisco RSS job feeds