Lead Product Manager, Conversational AI

Chime Bank
Chime Bank

Job Overview

Chime is the largest and fastest-growing player in the challenger-banking space, providing mobile and online banking technology in the U.S. on behalf of partner banks and facilitating over 10M accounts with no physical branches. We’re a technology company relentlessly focused on helping our members achieve financial peace of mind. That’s why we offer access to an award-winning bank account that doesn’t charge a ton of traditional bank fees, can give members early access to their paychecks, and enables members to grow their savings automatically. And we’re just getting started. We are proud of our mission, devoted to our members, and passionate about applying technology to the challenge of making financial health a reality for everyone.We have one of the most experienced management teams in Fintech and have raised over $800M in funding from DST, General Atlantic, Iconiq, Coatue, Dragoneer, Menlo, Access, Forerunner, and others. If you’re looking to join a fast-growing company with a beloved, daily-use product and an authentic mission that puts people first, we want to meet you.About the RoleOur members entrust us with their money, and when something goes wrong, they expect a full and fast resolution. At Chime, we are member obsessed and we strive to provide our members with an unprecedented level of service and support that is deeply personalized, consistently accurate, and always available.As the Lead Product Manager, Conversational AI you will define and own the product vision and roadmap that delivers world-class member experiences powered by conversational AI. Key products include our support chatbot, live chat, IVR, and virtual agents. You will create exceptional support experiences that empathetically and delightfully resolve member issues and help our members navigate complex financial situations. You will drive the development of the tools, processes, and people that will enable a conversational AI platform to power those experiences and unlock future opportunities across Chime. This is a critical role in supporting executive level objectives in creating a differentiated member experience.Responsibilities* Own all conversational AI products and experiences: chatbots, voice agents, conversational experiences* Define the product strategy and roadmap for our virtual agent and conversational platforms* Determine and deploy key technologies, tools, and processes that power our virtual agent teams* Partner with Product, Member Services, Analytics, and Engineering to prioritize fine-tune experiences with virtual agent support experiences* Partner with engineering, design, QA, and analytics teams to define, build, and iterate on new tools* Own KPIs and deliver measurable impact across member satisfaction and operational efficiencyRequirements* 7+ years of experience as a product manager* 2+ years as manager of product managers* Deep expertise in virtual agent and conversational experiences products* Expertise with NLP/conversation management technologies such as IBM Watson, Dialogflow, Amazon Lex, or equivalent* Strong technical knowledge and practical experience with Machine Learning and AI* Proven leadership in setting a product vision, developing a roadmap, and aligning stakeholders* Customer obsession – for our members, for our agents, and for your fellow Chimers* Passion for our mission: helping members lead healthy financial lives* Strong collaboration in team environments but able to act quickly as the decision-maker* Strong analytical skills, competence in SQL, and experience with tools for doing data analysis* Prior fintech experience a plusWhat we offer* Competitive salary based on experience, medical and dental benefits, as well as a 401k match.* Free snacks and drinks, plus weekly catered lunches (when back in office!).* Flexible vacation policy.* Monthly happy hours and company events.* A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help create a completely new kind of banking service.We know great work isn’t done alone. We’re building a team of individuals to Chime in with their different strengths to benefit our employees and members. We strongly believe that different backgrounds and ideas are a competitive advantage; we hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. Chime 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. If you have a disability or special need that requires accommodation, please let us know. To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice.

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