Sr. Program Manager, Live Chat
Skills
- Cross-functional program and product operations experience
- Hands-on experience designing and implementing Live Chat solutions
- Strong analytical and data-driven decision making
- Excellent written and verbal communication and presentation skills
- Stakeholder management and influencing across teams
- Comfortable working in fast-paced, iterative environments
Responsibilities
- Define the Live Chat strategy and build a prioritized roadmap informed by data and member needs.
- Program manage cross-functional execution of Live Chat initiatives with Product, Systems, Vendor Operations and business lines.
- Develop, test, and implement data-driven hypotheses to improve speed, quality, and member satisfaction via Live Chat.
- Own key performance indicators for Live Chat member experience and report on outcomes.
- Advocate for members by surfacing actionable insights and driving follow-through across teams.
- Coordinate vendor relationships and integrations to ensure operational quality and scalability.
Education
- Bachelor's degree or equivalent experience preferred
- Advanced degree (MBA or related) is a plus but not required
Benefits
- Competitive base salary, bonus eligibility and equity
- 401(k) match and comprehensive medical, dental, vision, life, and disability benefits
- Generous vacation policy, company-wide paid days off and Chime Days
- Up to 24 weeks paid parental leave (birthing) and 12 weeks (non-birthing)
- Wellness stipend and family planning reimbursement (Maven)
- Backup child/elder/pet care, commuter subsidies, and remote/hybrid work perks
- Paid volunteer time and regular in-person and virtual team events
Average salary estimate
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