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Senior Manager, Identity & Fraud Experience (Hybrid/Senior Level) at Chime

As a Senior Manager at Chime, you'll be crucial in providing a high-quality experience for members, with a focus on Identity & Fraud. You'll balance fraud/risk and member experience, drive continuous process improvement initiatives, and ensure regulatory compliance.
147K - 207K USD / YEAR
United States
Full Time

✅ Pros

  • 💰 Competitive salary ranging from $146,610 to $207,000 based on experience
  • 😊 Hybrid work policy ensuring work-life balance
  • 📈 Competitive equity package and chance for a bonus

⛔ Cons

  • 💼 High responsibility and potential stress from balancing fraud/risk and member experience
  • 👀 Close scrutiny from multiple departments
  • ⏰ May require long hours due to project management responsibilities

🔧 Skills

Project management
SQL and data visualization
Process management and continuous improvement
Understanding of fraud/risk operations
Excellent communication and presentation skills
Ability to foster collaboration and facilitate teamwork
Capability to handle multiple work streams in a dynamic, changing environment
Self-motivation with a desire to grow and learn

🗣️ Impact

Your work will influence member satisfaction by developing process improvements and agent tooling. You'll partner with multiple departments to operationalize your recommendations. Your work will directly impact the member experience and the company's success.

👉 Responsibilities

  • Maintain support process documentation for all policies and procedures within the assigned remit of work
  • Be responsible for metrics related to Member Experience and re-enablement rate for risk-based decision appeals
  • Identify areas of friction in the member experience and drive improvement to key member experience metrics
  • Create team level strategy and roadmap in partnership with cross-functional teams

🔍 Requirements

  • 6+ years in a project management role in fraud operations, risk operations, or similar analytical roles
  • Foundational SQL and data visualization experience
  • Experience leading a fully remote distributed team

✨ Benefits

  • 401k match and comprehensive medical, dental, vision, life, and disability benefits
  • Generous vacation policy with additional Take Care of Yourself Days
  • Support for local community organizations
  • Paid parental leave for all parents with an additional for birthing parents

Application process

10 min
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