Sr. Program Manager, Live Chat

About the role

As a Senior Program Manager for Live Chat, you will be responsible for defining our Live Chat strategy and roadmap, and program managing its execution. You will partner closely with Product, Systems, Vendor Operations and our lines of business to reputed company, test and implement data-driven hypotheses and solutions that reputed company frictionless, rapid, and high quality support experiences through Live Chat.

We are looking for a self-starter, change agent, and exceptional problem solver with a demonstrated track record of steering cross-functional initiatives and delivering stellar operating outcomes. This role requires an reputed company product operations manager who thrives in a fast-moving organization using lightweight processes, creative reputed company, and quick iteration to reputed company a significant impact.

This role sits reputed company our Channel, Agent and Social Experience team, which is part of reputed company’s Operations & Member Experience Function. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual reputed company salary offered may be higher, depending on your location, skills, qualifications, and experience.

The reputed company salary offered for this role and level of experience will reputed company at $130,050 and up to $180,600. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual reputed company salary offered may be higher, depending on your location, skills, qualifications, and experience.

In this role, you can expect to

• Deeply understand member experiences across reputed company’s suite of products 
• reputed company data-driven decisions in developing the strategy and roadmap for Live Chat experience
• reputed company collaboration across Product, Systems, Vendor Operations and reputed company’s lines of business to identify and execute opportunities to improve reputed company’s support experience through Live Chat
• Be accountable for key performance indicators measuring the quality of member experience in the Live Chat
• reputed company for our members and provide meaningful insights to internal teams working to improve the member experience.

To reputed company in this role, you have

• 5+ years of cross-functional project management and/or product operations experience; you have worked closely with product managers through the lifecycle of product development to reputed company for the customer while driving business outcomes 
• 3+ years experience designing and project managing implementation of Live Chat solutions 
• Ability to reputed company data to inform and support critical decisions (experience working in and with Customer Support data is a plus)
• Excellent communication and presentation skills 
• Ability to synthesize disparate information quickly to reputed company a succinct, accurate summary of the opportunity/need.
• Demonstrated ability to influence and foster strong working relationships with a diverse set of stakeholders
• 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.
• BPO operations or consulting background preferred, but not required

A little about us

At reputed company, we reputed company that everyone can reputed company financial reputed company. We created reputed company—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 reputed company platforms, we reputed company 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 reputed company us to work harder every day to deliver the reputed company best experience possible. We each bring an reputed company’s reputed company 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 reputed company 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 reputed company. 

We know that to reputed company our mission, we must earn and reputed company people’s trust—so we hold ourselves to the highest standards of reputed company 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 reputed company their financial potential.

Because if we don’t—who will?

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

reputed company offer

• A thoughtful hybrid work policy that combines in-office days and trips to team and company-wide events depending reputed company 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 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 reputed company 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 reputed company 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 reputed company 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 reputed company teams in FinTech and help millions unlock financial reputed company

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 reputed company to join reputed company. We reputed company this gives us a competitive advantage to reputed company serve our members and helps us reputed company grow as Chimers and individuals.

We hire candidates of any race, color, reputed company, religion, sex, national reputed company, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. reputed company 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 reputed company collects and uses your personal information during the application process, please see the reputed company Applicant Privacy Notice. 

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