Incident Manager

About the role

Chime is building a world-class member service organization, and we believe member support should be built around three 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.

We are looking for an Incident Manager with a strong background in member communication and response to join the Operational Excellence function within our Operations & Member Experience organization.

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 an MXIC Incident Manager, you will work directly with our Technical Incident Management team and other cross-functional stakeholders to execute on 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 effectively 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 challenge 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 $103,680 and up to $144,000. 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:

• Act as the primary coordinator / decision maker for the member response strategy during an incident; 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.
• Work closely with the Technical Incident Management team, led by Engineering, to ensure the MXIC and TechIC are working in harmony during an incident.
• Conduct cross-functional retros and executive readouts following SEV 0/1/2 incidents; documenting impact, key learnings, and areas of improvement.
• Ensure we’re meeting performance metrics / SLAs for the MXIC team; 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.
• Partner with cross functional stakeholders 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:

• A Bachelor's Degree, with 5+ years of experience in customer experience and incident response and/or crisis management.
• Excellent program management skills to manage multiple stakeholders; 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.
• Experience using incident management tools such as PagerDuty
• Strong ability to create executive ready materials (retros, decks, recommendations) to garner support for improvements and/or investments into the incident management approach.
• Critical thinking - the ability to understand strategic business drivers across disparate businesses will be essential.
• Team player - this is a highly collaborative role that will work with a range of senior leaders across various organizations.

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 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 Chime Days, bonus company-wide paid days off
• 🫂 1% of your time off to support local community organizations of your choice
• 👟 Annual wellness stipend to use towards eligible wellness related expenses
• 👶 Up to 24 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents
• 👪 Access to Maven, a family planning tool, with $15k lifetime 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.

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