Sr. Program Manager, Gen AI Governance at CHIME FINANCIAL INC

, , United States -

Full Time

Start Date

Immediate

Expiry Date

15 Apr, 26

Salary

180000.0

Posted On

15 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

AI Governance, Program Management, Cross-Functional Leadership, Product Management, Compliance, Data Analysis, Project Management, Communication, Stakeholder Engagement, Change Management, Performance Metrics, Incident Management, MLOps, SaaS Products, Technical Requirements, Customer Experience

Industry

Financial Services

Description

About the role Chime is building a world-class customer (member) 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 in our Gen AI customer facing channels. As a program leader, you will develop and implement critical governance frameworks, controls, and processes and work across Compliance, Operations, Legal, Product, Engineering, and AI vendors on a daily basis. 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 $130,000 and up to $180,000. 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) Develop and implement governance, compliance, and QA frameworks for Chime’s customer facing Gen AI voice and chatbots to enable and optimize channels for scale Establish clear program structure, operating rhythms, decision forums, and escalation paths across Product, Engineering, Legal, Compliance, Risk, Trust & Safety, and CX. Define and maintain governance standards, documentation, and artifacts (e.g., model cards, risk assessments, launch checklists, approval gates). Partner with Compliance, Legal, Product, Engineering, and Operations teams and external vendors in the implementation and execution of the frameworks and business controls Develop a set of key governance metrics in partnership with key stakeholders and build associated dashboards Own and drive a regular meeting rhythm and reporting cadence for all key stakeholders, including key insights Develop and roll out incident playbooks with key stakeholders including workflows, R&R, SLAs Develop frameworks for automated evaluations including test criteria, sign-off processes, and launch KPIs Build a Gen AI operations launch playbook and ChatGPT tool for internal stakeholders Translate compliance, QA, business and technical requirements into roadmap deliverables Deep dive into performance data for the voice and chat channels to understand the key drivers for key metrics Partner closely with IVR and AR tools, platforms, and vendors to improve and optimize performance To thrive in this role, you have(requirements) 4+ years of leading AI governance programs for customer facing Gen AI experiences and working with product, engineering, compliance, and operations teams 7+ years of experience leading cross-functional initiatives in product management, program management, or consulting, ideally in customer experience. 5+ years developing product roadmaps and working with product, engineering and operations teams Excellent communication skills with the ability to translate complex AI concepts to non-technical stakeholders. Strong project management experience; you have a demonstrated track record of multi-tasking and coordinating efforts across multiple stakeholders Strong ability to understand and synthesize insights into meaningful and actionable steps. Excellent communication and presentation skills; a track record of successful engagement of both internal and external stakeholders Ability to synthesize disparate information quickly to develop a succinct, accurate summary of the opportunity/need. Demonstrated the ability to influence and foster deep positive relationships with external partners. Comfortable in a fast-paced environment where vision remains the same but information may not be 100% available and priorities can change frequently Ability and willingness to travel domestically and internationally, approx. 10% of the time Preferred Qualifications Prior experience building or managing AI-powered SaaS products. Familiarity with MLOps frameworks and AI model lifecycle management. Excellent communication skills with the ability to translate complex AI concepts to non-technical stakeholders. #LI-EI1 #LI-Remote A little about us At Chime, we believe that everyone can achieve financial progress. We created Chime—a 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 it's starting a savings account, purchasing a first car or home, launching a business, or pursuing higher education, we're proud to have helped millions unlock their financial potential. We're 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 owner's 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 people's trust—so we hold ourselves to the highest standards of integrity in everything we do. These aren't just words on a wall—our 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 don't—who 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 you’re coming in regularly or are part of our fully remote program, you’ll 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 Chimers—think 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 can’t be done without a diverse team and inclusive environment. That’s 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: benefits@chime.com. To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice.

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Responsibilities

Develop and implement governance frameworks for customer-facing Gen AI channels while collaborating with various teams. Analyze data to identify opportunities for improving member experience and drive initiatives to meet targeted goals.