Senior Manager, System Operations
About the role
Chime is growing our member (customer) experience organization, focused on developing and implementing a world-class member experience strategy that delivers a positive, meaningful experience across all touchpoints. It is built around 3 guiding principles:
- Frictionless product: Use member insights to mitigate member issues with a simple, transparent product
- Self-service: Provide self-service and automated capabilities to help members solve their own problems; create community for members to support each other
- Excellent support: When members do have to contact us, provide them with excellent service.
The System Operations team is a critical component to enable those principles! This team is focuses on building a seamless and highly efficient network of tools and systems that empowers our Chime members and Chime support agents to have outstanding support experiences. The Senior Manager of System Operations is responsible for leading and developing a team in optimizing and implementing the full suite of 3rd party systems and tools powering our Member Services organization, including GSuite, Zendesk, Five9, Okta, Slack, Twilio and others.
In this role, you’ll coach, inspire and develop your team of system operations team members, prioritize and run projects, help to operationalize our system and new tool launches, work cross functionally to unlock operational strategies through tools and systems You’ll also stay close to the work by directly owning relationships with product leaders, own key cross functional reporting, working to represent the Operations Team’s needs in product planning and more!
For Colorado based roles: In accordance with applicable law, this role has an annual starting salary of $144,000 plus bonus, a competitive equity package, and benefits. The actual pay may be higher depending on your location, skills, qualifications, and experience.
In this role, you can expect to:
- Own moves, adds and changes for all third-party Member Services systems
- Effectively juggle multiple priorities and is able to create a sense of urgency in a fast-paced, dynamic environment.
- Triage day-to-day issues that arise for internal and external tools
- Develop and automate tool/system specific reporting
- Work with Learning & Development to ensure Member Services agents effectively navigate new tools/systems and changes to existing tools/system
- Support the evaluation and selection of technology tools used by the Member Support Teams Partner with IT and engineering to implement and troubleshoot new apps and systems
To thrive in this role, you have
- Gotten up to speed on new technologies and quickly became the resident expert.
- Call center operations knowledge.
- Experience with Zendesk administration and reporting.
- Experience owning moves, adds and changes for Google Workspace, Okta, Slack, Quality Assurance and Workforce Management tools as an added bonus.
- Ability to leverage data to inform and support critical decisions
- 8+ years of experience with 5+ years of cross-functional team management and leadership experience, ideally in system administration roles or departments similar
- Excellent communication and presentation skills; a track record of successful engagement of both internal and external stakeholders
- Previous experience working with and impacting user experience
- Demonstrated ability to effectively identify, prioritize, and handle multiple work streams simultaneously in a dynamic and rapidly-changing environment
- Ability to foster collaboration and facilitate teamwork
- Highly motivated self-starter with a desire to grow and learn
A little about us
We created Chime because we believe everyone deserves financial peace of mind. By eliminating unnecessary fees and helping people grow their savings automatically, we’ve empowered millions of Americans to take control of their finances.
Chime is the largest and fastest-growing U.S. player in the challenger-banking space. Through our banking partners, we offer access to bank accounts with fee-free overdraft, provide members the chance to receive early access to their paychecks, help them improve their credit, and more!
We’ve built one of the most experienced leadership teams in Fintech and were recently valued at over $25.5B. We’ve raised over $1.7B in funding from leading investors including Sequoia Capital Global Equities, SoftBank Vision Fund 2, General Atlantic, Tiger Global, Dragoneer, DST, Coatue, Iconiq, Menlo Ventures and others.
What we offer
- đź’° Competitive salary based on experience
- ✨ 401k match plus the usual medical, dental, vision, life, and disability benefits
- 🏝 Generous vacation policy and company-wide Take Care of Yourself Days
- đź–Ą Virtual events to connect with your fellow Chimers- think cooking classes, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too!
- đź’š 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 that great work comes from great, and inclusive teams. At Chime, we specifically look for individuals of varying strengths, skills, backgrounds, and ideas. 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. 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.
Chime requires employees to be fully vaccinated (and boosted if eligible) against COVID-19 in order to work in one of its offices, join Company-sponsored activities, or travel for business purposes. This job may require periodic office attendance and/or business travel and therefore candidates will need to be eligible for these activities by their start date.
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