Sr. Program Manager, Gen AI Voicebot

Sr. Program Manager, Gen AI Voicebot

Chime is building a world-class customer experience. Wrapped around our industry-leading product suite, the member experience is a critical part of why we're the most loved checking account in America. We are obsessed with delivering frictionless experiences, providing self-service and automated capabilities to help members solve their own issues, creating virtual communities for members to support each other, and providing excellent service when members do choose to contact us. Our member obsession shows up in every part of the member experience.

As a Senior Program Manager of the Member and Agent Intelligence Operations team, you are a key member of the Member Strategy & Experience Operations organization responsible for delivering successful insights, initiatives and recommendations to improve our member experience. As a program leader, you will use quantitative and qualitative analysis to help Chime identify areas of opportunity that provide the most value towards our KPIs. You will use various points of data to develop insights, turn those insights into recommendations, and through your cross-functional partnerships, help launch initiatives to improve the member and agent experience. Using your relationships & your ability to manage change, you will help the organization rally around your initiatives and be able to tell the story of how your initiatives met your targeted goals.

The base salary offered for this role and level of experience will begin at $130,050.00 and up to $180,600.00. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.

In this role, you can expect to (responsibilities) :

• Drive the development of the IVR and the Gen AI Voicebot roadmaps in close partnership with Product and Operations teams
• Translate business and technical requirements into roadmap deliverables
• Deep dive into performance data for the voice channels to understand the key drivers for key metrics
• Deliver weekly and monthly insights and roadmaps for the Voice support channels
• Develop a robust set of leading indicators for Voice bot performance
• Partner closely with IVR and AR tools, platforms, and vendors to improve and optimize performance

To thrive in this role, you have (requirements) :