Sr. Program Manager, Gen AI Voicebot

ChimeAnaheim, CA, US

1 day ago

Job type

Full-time

Job description

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) :

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

2+ plus years experience operationalizing and managing Gen AI customer experience products and features

Experience in working with IVR platforms and vendors

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. 25% of the time

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Sr Program Manager • Anaheim, CA, US