Senior Content Program Manager

About the Role

Chime is building a world-class member service organization and we believe member support should be built around 3 guiding principles:

1. Frictionless product: Use member insights to mitigate member issues with a simple transparent product
2. Self-service: Provide self-service and automated capabilities to help members solve their own problems; create community for members to support each other
3. Excellent support: When members do have to contact us provide them with excellent service.

You are a proactive detail-oriented Content professional with a passion for driving excellence in content strategy measuring the efficacy of whats published and building frameworks for governance. As the Sr. PM youll build and oversee standards dashboards and processes that ensure a proactive lifecycle for high-quality content.

This role requires someone who thrives in a fast-moving environment and can move fluidly between strategy and execution. Youll define editorial standards own a feedback program establish reporting mechanisms deep dive into data to uncover actionable insights and collaborate closely with the Content team and our Compliance Quality Vendor Ops and Product counterparts.

The base salary offered for this role and level of experience will begin at $130000.00 and up to $180000.00. 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:

Editorial Governance Frameworks & Quality Standards

• Inspect Content efficacy using existing metrics across LOBs and establish frameworks to hold ourselves accountable leaning into AI solutions where valuable
• Own the content strategy for a defined set of LOBs and partner with a team of writers to ensure execution against set standards.
• Own our agent feedback program and ensure our process enables the team to meet SLAs and deliver impact through improved content.
• Inspect our editorial processes and identify ways to enable higher quality content at speed and at scale.

Monitoring Reporting & Accountability

• Partner with our Insights and Data teams to review and build additional dashboards and tooling to establish more automated governance mechanisms.
• Ensure accurate reporting insights and actions that drive impact for the agents our members and Chime.

Continuous Improvement & Reinforcement

• Establish standards and govern them such that the team is unified in their approach to publishing and evaluating efficacy including agent feedback. Propose build and operationalize AI solutions for efficiency and consistency.
• Mentor more junior members of the team across content strategy data analyses and delivering measurable results.

To thrive in this role you have

• Bachelors degree required
• 6 years of experience in Content Strategy Analysis and Editorial Standards ideally in a BPO or large-scale support environment
• Strong analytical skills with experience creating and reporting on content quality metrics and performance data
• Proven experience designing and implementing governance or quality assurance frameworks
• Strong understanding of content tech and tools
• Exceptional project management and stakeholder engagement skills
• Experience with Content Management Systems (CMS) and reporting tools
• Ability to balance strategic thinking with hands-on execution in a fast-paced environment
• Demonstrated experience and willingness to influence without authority
• Strong collaboration skills and willingness to Team Up

#LI-EI1 #LI-Remote

A little about us

At Chime we believe that everyone can achieve financial progress. We created Chimea financial technology company not a bank*on the premise that core banking services should be helpful easy and free. Through our user-friendly tools and intuitive platforms we empower our members to take control of their finances and work towards their goals. Whether its starting a savings account purchasing a first car or home launching a business or pursuing higher education were proud to have helped millions unlock their financial potential.

Were a team of problem solvers dreamers and builders with one shared obsession: our members. From day one Chimers have worked tirelessly to out-hustle and out-execute competitors to bring our mission to life. Their grit and determination inspire us to work harder every day to deliver the very best experience possible. We each bring an owners mindset to our work refusing to be outdone and holding ourselves accountable to meet and exceed the highest bars for our teams our company and our members.

We believe in being bold dreaming big and taking risks while also working together embracing our diverse perspectives and giving each other honest feedback. Our culture remains deeply entrepreneurial encouraging every Chimer to see themselves as stewards of our mission to help everyday Americans unlock their financial progress.

We know that to achieve our mission we must earn and keep peoples trustso we hold ourselves to the highest standards of integrity in everything we do. These arent just words on a wallour values are embedded in every aspect of our business serving as a north star that guides us as we work to help millions achieve their financial potential.

Because if we dontwho will

*Chime is a financial technology company not a bank. Banking services provided by The Bancorp Bank N.A. or Stride Bank N.A. Members FDIC.

What we offer for our full-time regular employees

• 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. Whether youre coming in regularly or are part of our fully remote program youll stay engaged with your work and teammates.**
• In-office perks including backup child elder and/or pet care plus a subsidized commuter benefit to support your regular commute**
• Competitive salary based on experience**
• 401k match** plus great medical dental vision life and disability benefits
• Generous vacation policy and company-wide Chime Days bonus company-wide paid days off**
• 1% of your time off to support local community organizations of your choice
• Annual wellness stipend to use towards eligible wellness related expenses
• Up to 24 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave 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 Chimersthink cooking classes guided meditations music festivals mixology classes paint nights etc. and delicious snack boxes too!**
• A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help millions unlock financial progress**

**Perks also available to Chime Interns.

We know that great work cant be done without a diverse team and inclusive environment. Thats why we specifically look for individuals of varying strengths skills backgrounds and ideas to join our team. We believe this gives us a competitive advantage to better serve our members and helps us all grow as Chimers and individuals.

Chime is proud to be an Equal Opportunity Employer. We consider qualified applicants without regard to race color ancestry religion sex national origin sexual orientation gender identity age marital or family status disability genetic information veteran status or any other legally protected basis under provincial federal state and local laws regulations or ordinances. We will also consider qualified applicants with criminal histories in a manner consistent with the requirements of state and local laws including the San Francisco Fair Chance Ordinance Cook County Ordinance NYC Fair Chance Act and the LA City Fair Chance Ordinance and consistent with Canadian provincial and federal laws. If you have a disability or special need that requires accommodation during any stage of the application process please contact: .

To learn more about how Chime collects and uses your personal information during the application process please see theChime Applicant Privacy Notice.