Sr. Manager, Incident Response

About The Role

The Performance Effectiveness and Incident Response team is responsible for coordinating Chime’s member-facing response to incidents in a way that minimizes degradation of the member experience and protects Chime’s reputation and brand. MXIC leads efficient incident resolution, collaborating with cross-functional partners across Chime, and ensuring effective communication for our advisors to best support our members.

As the Senior Manager, Incident Response you will lead a team of Incident Managers and be responsible for designing, leading, and supporting all elements of the incident management program within OMX. Your role acts as the key liaison between our Technical Incident Management team and other cross-functional partners to complete end-to-end response runbooks and ensure all teams are adhering to key performance metrics (e.g. time from incident alert to member comms being published). You will need to develop deep subject matter expertise about Chime’s products, technical infrastructure, and regulatory / compliance processes in order to know when, where, and how to optimally respond during an incident or crises.

We’re looking for a candidate who has a solid understanding of the technology industry, thrives in a high growth, dynamic environment. An ideal candidate will have a track record of developing high performing teams and challenging the status quo, providing new and innovative ways to improve the member experience during and after an incident. If you like rolling up your sleeves and helping build programs from scratch - we want to hear from you!

The base salary offered for this role and level of experience will begin at $146,610 and up to $207,700. 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

• Oversee, engage with, and develop the team of Incident Managers that execute our runbooks.
• Give strategic direction, guidance, and final approval of the member response strategy during a major incident (SEV 0); e.g., making the call on when and what to post on Chime’s social media sites.
• Play an active role during critical incidents which may occur outside of normal business hours. This position will require on-call duties.
• Annually create/refresh the team’s strategic roadmap and performance metrics / SLAs e.g., time from incident raised to MXIC acknowledgement, time to create and approve agent scripts, time to update Chime.com/status (if applicable), etc.
• Regularly collaborate with key collaborators, including Chime’s Technical Incident Management team and Member Experience team, to ensure the runbooks evolve as our members’ needs evolve, and that they are producing the desired outcomes.
• Develop or evolve success criteria associated with the team’s function.
• Oversee cross-functional retros and executive readouts following SEV 0/1 incidents; documenting impact, key takeaways, and areas of improvement.
• Seek opportunities in our existing incident management model and drive strategic, cross-functional planning aimed at delivering higher quality member response and streamlined processes.
• Ensure we’re meeting performance metrics / SLAs for the team; e.g., time from incident raised to acknowledgment, time to create and approve agent scripts, time to update Chime.com/status (if applicable), etc.
• Partner with cross functional team members including, but not limited to, Chime’s engineering, product, compliance, legal, and lifecycle marketing teams.
• Champion and drive efforts across the team to improve effectiveness and contribute to making Operations & Member Experience a great place to work.
  
  

To Thrive In This Role, You Have

• 7+ years of experience in customer experience and incident response and/or crisis management.
• 5+ years of team leadership with a track record of developing impactful teams.
• Excellent program management skills to lead multiple team members; e.g. ability to give direction and coordinate teams during an incident.
• Sharp analytical and problem solving skills, sound business judgment, with a strong bias for action, can derive satisfaction and meaning by digging deep into the data, thinking from first principles, and delivering the best results.
• Ability to strategize but still be hands on / in the weeds as needed
• Makes decisions on processes/procedures affecting the work of the team; interprets and carries out policies that directly affect the team’s work
• Experience using incident management tools such as PagerDuty
• Preference for candidates with deep experience in process management and continuous improvement
• Excellent communication and presentation skills; ability to foster collaboration and facilitate teamwork to influence all levels of the organization.
• Ability to effectively identify, prioritize, and handle multiple work streams simultaneously in a dynamic and rapidly-changing environment
• Highly motivated self-starter with a desire to grow and learn
  
  

A Little About Us

At Chime, we believe that everyone can achieve financial progress. We’re passionate about developing solutions and services to empower people to succeed. Every day, we start with empathy for our members and stay motivated by our desire to support them in ways that make a meaningful difference.

We created Chime—a financial technology company, not a bank*-- founded on the premise that basic banking services should be helpful, transparent, and fair. Chime helps unlock the access and ability our members need to overcome the systemic barriers that block them from moving forward. By providing members with access to liquidity, rewards, and credit building, our easy-to-use tools and intuitive platforms give members the ability to have more control over their money and to take action toward achieving their financial ambitions.

So far, we’re well-loved by our members and proud to have helped millions of people unlock financial progress, whether they started a savings account, bought their first car or home, opened a business, or went to college. Every day, we’re inspired by our members’ dreams and successes, big and small.

We’re uniting everyday people to unlock their financial progress—will you join us?

• Chime partners with The Bancorp Bank and Stride Bank, N.A., Members FDIC, that power the bank accounts used by Chime Members.
  
  

What We Offer

• 🏢 A thoughtful hybrid work policy that combines in-office days and trips to team and company-wide events depending on location to ensure you stay connected to your work and teammates, whether you’re local to one of our offices or remote
• 💻 Hybrid work perks, like UrbanSitter and Kinside for backup child, elder and/or pet care, as well as a subsidized commuter benefit
• 💰 Competitive salary based on experience
• ✨ 401k match plus great medical, dental, vision, life, and disability benefits
• 🏝 Generous vacation policy and company-wide Take Care of Yourself Days
• 🫂 1% of your time off to support local community organizations of your choice
• 🧠 Mental health support with therapy and coaching through Modern Health
• 👶 16 weeks of paid parental leave for all parents and an additional 6-8 weeks for birthing parents
• 👪 Access to Maven, a family planning tool, with up to $10k in reimbursement for egg freezing, fertility treatments, adoption, and more.
• 🎉 In-person and virtual events to connect with your fellow Chimers—think cooking classes, guided meditations, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too!
• 💚 A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help millions unlock financial progress
  
  

We know that great work can’t be done without a diverse team and inclusive environment. That’s why we specifically look for individuals of varying strengths, skills, backgrounds, and ideas to join our team. We believe this gives us a competitive advantage to better serve our members and helps us all grow as Chimers and individuals.

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, Cook County Ordinance, and consistent with Canadian provincial and federal laws. 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.