Senior Manager, Identity & Fraud Experience

About the Role

As a Senior Manager in Identity & Fraud Experience, you will play a key role in creating a high-quality support experience for members. You will develop deep expertise on the processes and be responsible for driving continuous process improvement initiatives, with a particular focus on balancing fraud/risk and member experience, minimizing time to re-enablement, and maintaining regulatory compliance across third party and internal operations. Through data-driven insights, you will develop recommendations for process improvements, new process standards and agent tooling improvements that enable a more frictionless, consistent experience and increase member satisfaction. You will operationalize these recommendations through strong project management in partnership with Operations, Risk, Product and others.

The base salary offered for this role and level of experience will begin at $146,610 and up to $207,000. 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

• Own and drive the team to maintain support process documentation for all policies and procedures within the assigned remit of work (e.g., member journey maps, knowledge base library, standard operating procedures); act as a subject matter expert of the member experience for account access and identity authentication and verification, and member appeals to risk based decisions
• Be responsible for metrics related to Member Experience, re-enablement rate for risk based decision appeals, agent efficiency and accuracy; continuously analyze data and identify areas of friction in the member experience while balancing the safety and security of our Members, scope problem statements, build project plans, and own execution to drive improvement to key member experience metrics
• Develop and share compelling data-based insights about the member experience with Product, Risk and other organizations; gain other organizations’ support for your projects; influence other organization’s roadmaps to deliver member and agent experience improvements. To achieve this you will need to:
• Develop a deep understanding of members' and/or internal customers’ needs and guide team members how to take action on these insights in all of their work.
• Actively challenge you and your team to approach their projects and process optimization with a “one team mentality”
• Be responsible for identifying and scoping high impact projects for your team to drive, and ensuring they understand the impact of their work on the business. Further challenging your team to do the same.
• Create team level strategy and roadmap in close partnership with cross functional teams such as but not limited to Risk, Compliance, Legal, Product/Engineering, and Vendor Operations
• Support 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 improvements
• Support the team in establishing well documented and data driven policies and procedures for automated and agent driven member experiences
• Create a data driven and evidence based culture across the team
• Guide a complex and growing team in meeting their goals while ensuring their growth and engagement
• Set goals and remove roadblocks to ensure the success of your team
• Build a collaborative team environment, and lead conversations in which differing viewpoints are welcomed understanding there is more than one way to achieve the desired outcome
• Create and manage relationships with critical team members and cross functional leaders that influence or impact the work of your team
• Stay current on industry trends and solutions and actively challenge the status quo
• Assist recruiting in sourcing and hiring diverse talent; further create onboarding plans that assist new joiners in quickly making valuable contributions and supporting the team’s success in a reasonable period of time

To thrive in this role, you have

• 7+ years experience in a program management focused role ideally within fraud or risk operations, business operations, or similar analytical functions
• 4+ years developing and managing complex, program management teams
• Prior experience in leading a highly distributed team that is fully remote
• Ability to use data to inform and support critical decisions; candidates will have foundational SQL and data visualization experience using tools like Looker, Tableau, or Microsoft Power BI
• Experience working with cross-functional teams such as product managers, data analysts, operations analysts in building operations processes and systems
• Preference for candidates with deep experience in process management and continuous improvement
• Excellent communication and presentation skills; ability to foster collaboration and facilitate teamwork
• Ability to effectively identify, prioritize, and handle multiple work streams simultaneously in a dynamic and rapidly-changing environment
• Highly motivated self-starter with a desire to grow and learn

A little about us

At Chime, we believe that everyone can achieve financial progress. We’re passionate about developing solutions and services to empower people to succeed. Every day, we start with empathy for our members and stay motivated by our desire to support them in ways that make a meaningful difference. 

We created Chime—a financial technology company, not a bank*-- founded on the premise that basic banking services should be helpful, transparent, and fair. Chime helps unlock the access and ability our members need to overcome the systemic barriers that block them from moving forward. By providing members with access to liquidity, rewards, and credit building, our easy-to-use tools and intuitive platforms give members the ability to have more control over their money and to take action toward achieving their financial ambitions.

So far, we’re well-loved by our members and proud to have helped millions of people unlock financial progress, whether they started a savings account, bought their first car or home, opened a business, or went to college. Every day, we’re inspired by our members’ dreams and successes, big and small. 

We’re uniting everyday people to unlock their financial progress—will you join us? 

*Chime partners with The Bancorp Bank and Stride Bank, N.A., Members FDIC, that power the bank accounts used by Chime Members.

What we offer

• 🏢 A thoughtful hybrid work policy that combines in-office days and trips to team and company-wide events depending on location to ensure you stay connected to your work and teammates, whether you’re local to one of our offices or remote
• 💻 Hybrid work perks, like UrbanSitter and Kinside for backup child, elder and/or pet care, as well as a subsidized commuter benefit
• 💰 Competitive salary based on experience
• ✨ 401k match plus great medical, dental, vision, life, and disability benefits
• 🏝 Generous vacation policy and company-wide Take Care of Yourself Days 
• 🫂 1% of your time off to support local community organizations of your choice
• 🧠 Mental health support with therapy and coaching through Modern Health
• 👶 16 weeks of paid parental leave for all parents and an additional 6-8 weeks for birthing parents
• 👪 Access to Maven, a family planning tool, with up to $10k in 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

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.

We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. Chime is proud to be an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, Cook County Ordinance, and consistent with Canadian provincial and federal laws. If you have a disability or special need that requires accommodation, please let us know.

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

#LI-Remote