Sr. Program Manager, Gen AI Governance

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