About the role

Chime is building a world-class member service organization, and we believe member support should be built around 3 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.

Chime’s Content, Learning, and Quality team (CLQ) supports this mission by building and maintaining programs that set up our members and agents for success. From stem-to-stern, on-boarding to steady-state, we enable our agents to deliver consistently high quality member experiences. We measure and monitor progress, partnering with the business on insights and actions every step of the way. 

As the Head of Content Operations, you own the creation, evolution, management, and execution of Chime’s content strategy for a 3000+ contact-center agent network. Through cross-functional partnerships across Chime including Product, Tools, and Operations, you will manage a team of internal and vendor content strategists to deliver agent-facing content that enables our frontline to work smarter and deliver best-in-class member experiences.

This is a high-impact, high-visibility position that interacts with a broad group of internal and external stakeholders. Your work - execution and continuous improvement - will impact thousands of BPO employees and millions of Chime members. This role requires an experienced leader who is passionate about team development and engagement, scalable strategy and process development, and data-driven continuous improvement. You are a skilled storyteller and you thrive in a flat, fast-moving organization using lightweight processes, creative ideas, and quick iteration to make a significant impact.
In accordance with applicable law, this role has an annual starting salary of $149,000 plus bonus, a competitive equity package, and benefits (see below). The actual pay may be higher depending on your location, skills, qualifications, and experience.

In this role, you can expect to:

• Set the vision and execute Chime’s content strategy for agent-facing content including vendorization and localization.
• Work with your cross-functional partners and stakeholders to bring balance between strategy, content and design.
• Build, lead, and develop a team of content strategists to deliver on your strategy for global content operations. 
• Strengthen a team culture of continuous improvement including development planning for your team.
• Define, implement, and track key performance metrics for both team operations and throughput in addition to agent adoption and engagement.
• Develop and implement a vendorization strategy for content development including process documentation and onboarding vendor content strategists. 
• Own the intake process for Content operations, building and maintaining team capacity plans. 
• Identify and source key content management and presentation technologies to drive scale and agent engagement. 
• Create and present leadership-level monthly reviews on team progress, risks, and asks. 

To thrive in this role, you have:

• 8+ years of experience in Content Strategy, Copywriting, UX writing, or related field preferably in an agent-facing contact center capacity.
• 5+ years of people and project management experience, specifically with teams of 10+.
• Proven experience scaling Content Operations functions including vendorization and localization. 
• Advanced analytical skills and ability to analyze data from multiple sources to track performance and identify unmet or unknown opportunities.
• Experience developing executive level content and communications in a variety of formats (e.g., whitepapers, presentations, etc.).
• Excellent communication skills for the purpose of knowledge transfer and skill development.
• Familiarity with various content management platforms to guide Chime’s strategic investments.
• Exceptional cultural and soft skills knowledge as relates to a contact center environment.
• Ability and willingness to travel domestically and internationally, approx. 10% of the time (post COVID).

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

• 💰 Competitive salary based on experience
• ✨ 401k match plus the usual medical, dental, vision, life, and disability benefits
• 📝  Quarterly stipend to spruce up your home office 
• 🏝 Generous vacation policy and company-wide Take Care of Yourself Days 
• 🖥  Virtual events to connect with your fellow Chimers- think cooking classes, 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 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. 

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