[Remote] Program Manager, Dispute Experience

Note: The job is a remote job and is open to candidates in USA. Chime is a financial technology company focused on helping individuals achieve financial progress. They are seeking a Program Manager in Member Experience to drive compliance and operational excellence in dispute operations, focusing on regulatory adherence and improving the dispute experience for members and agents.ResponsibilitiesOwn 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 experienceReview 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 timelinesSupport dispute-related inquiries, analyzing themes, providing responses for internal and bank-partner reviews, and summarizing key trends and recommendations to improve member and agent experiencesMonitor and report on key metrics related to dispute operations, compliance, and member experience to assess performance and drive improvementsContinuously analyze data and identify areas of friction, scope problem statements, build project plans, and own execution to drive improvement to key metricsDevelop 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 improvementsPartner with Vendor Operations, Quality, Learning, Content and others to identify agent improvement opportunities; team up to execute on those opportunitiesSupport 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 improvementsContribute to a culture of trust, collaboration and commitment to excellencePerform other ad hoc tasks and responsibilities as assignedSkills6+ years experience in product operations, product management, program management, consulting, or similar analytical roles at a financial services organization3+ years of experience in card issuer dispute operations with comprehensive knowledge of Regulation E, Regulation Z, and UDAAP, including the ability to interpret and apply these requirements to operational processesAbility to leverage data to inform and support critical decisions; candidates will have foundational SQL and data visualization experience using tools like Looker, Tableau, or Microsoft Power BIExperience working with cross-functional teams such as product managers, data analysts, operations analysts, engineers in building operations processes and systemsExcellent communication and presentation skills; ability to foster collaboration and facilitate teamworkAbility to effectively identify, prioritize, and handle multiple work streams simultaneously in a dynamic and rapidly-changing environmentHighly motivated self-starter with a desire to grow and learnPreference for candidates with deep experience in process management and continuous improvementBenefitsFull-time employees are also eligible for a bonus, competitive equity package, and benefits.Our in-office work policy is designed to keep you connected - with four days a week in the office and Fridays from home for those near one of our offices, plus team and company-wide events depending on location.In-office perks including backup child, elder, and/or pet care, plus a subsidized commuter benefit to support your regular commuteCompetitive salary based on experience401k match plus great medical, dental, vision, life, and disability benefitsGenerous vacation policy and company-wide Chime Days, bonus company-wide paid days off1% of your time off to support local community organizations of your choiceAnnual wellness stipend to use towards eligible wellness related expensesUp to 24 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parentsAccess 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—think cooking classes, guided meditations, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too!Company OverviewChime is a financial technology company that offers mobile banking services. It was founded in 2012, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.chime.com.Company H1B SponsorshipChime has a track record of offering H1B sponsorships, with 1 in 2023, 2 in 2020. Please note that this does not guarantee sponsorship for this specific role.