Senior Content Program Manager

About the Role

Chime is building a world-class member service organization, and we believe member support should be built around 3 guiding principles:

1. Frictionless product: Use member insights to mitigate member issues with a simple,  transparent product
2. Self-service: Provide self-service and automated capabilities to help members solve their own problems; create community for members to support each other
3. Excellent support: When members do have to contact us, provide them with excellent service.

You are a proactive, detail-oriented Content professional with a passion for driving excellence in content strategy, measuring the efficacy of what’s published, and building frameworks for governance. As the Sr. PM, you’ll build and oversee standards, dashboards, and processes that ensure a proactive lifecycle for high-quality content.

This role requires someone who thrives in a fast-moving environment and can move fluidly between strategy and execution. You’ll define editorial standards, own a feedback program, establish reporting mechanisms, deep dive into data to uncover actionable insights and collaborate closely with the Content team and our Compliance, Quality, Vendor Ops, and Product counterparts.

The base salary offered for this role and level of experience will begin at $130,000.00 and up to $180,000.00. 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:

Editorial Governance Frameworks & Quality Standards

• Inspect Content efficacy using existing metrics across LOBs and establish frameworks to hold ourselves accountable, leaning into AI solutions where valuable
• Own the content strategy for a defined set of LOBs and partner with a team of writers to ensure execution against set standards.
• Own our agent feedback program and ensure our process enables the team to meet SLAs and deliver impact through improved content.
• Inspect our editorial processes and identify ways to enable higher quality content at speed and at scale.

Monitoring, Reporting & Accountability

• Partner with our Insights and Data teams to review and build additional dashboards and tooling to establish more automated governance mechanisms. 
• Ensure accurate reporting, insights, and actions that drive impact for the agents, our members, and Chime.

Continuous Improvement & Reinforcement

• Establish standards and govern them such that the team is unified in their approach to publishing and evaluating efficacy, including agent feedback. Propose, build, and operationalize AI solutions for efficiency and consistency.
• Mentor more junior members of the team across content strategy, data analyses, and delivering measurable results.

To thrive in this role, you have

• Bachelor’s degree required
• 6+ years of experience in Content Strategy, Analysis, and Editorial Standards, ideally in a BPO or large-scale support environment
• Strong analytical skills with experience creating and reporting on content quality metrics and performance data
• Proven experience designing and implementing governance or quality assurance frameworks 
• Strong understanding of content tech and tools
• Exceptional project management and stakeholder engagement skills
• Experience with Content Management Systems (CMS) and reporting tools
• Ability to balance strategic thinking with hands-on execution in a fast-paced environment
• Demonstrated experience and willingness to influence without authority
• Strong collaboration skills and willingness to Team Up

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