About the role 

Chime is looking for an empathetic engineering leader to manage and guide our incident response program! Incidents at Chime can have a meaningful impact on our members’ lives. The inability to access funds, see their balances, or enjoy our features like SpotMe have real-world consequences. Incident response is critical to the livelihood of our members, and Chime’s ability to scale

You will be providing the vision of how Chime responds to technical incidents but more importantly how we learn & adapt from these experiences. This team is responsible for our readiness, response, and learning for technical incidents at Chime. You will be responsible for the hiring and managing of incident specialists, as well as the roadmap, strategy and execution of the overall program.

This job cannot be performed in the state of Colorado.

In this role, you can expect to

• Manage the team of frontline on-call active responders, coordinating and managing efficient incident resolution, collaborating with many different teams, and ensuring effective communication across all of Chime. 
• Hire and support people who will be assisting in ensuring we are learning, improving, growing, and supporting our members and ourselves.
• Promote  and advocate a healthy working environment for those involved in incident response and help teams understand if they are supporting unhealthy habits.
• Refine the vision, develop a strategy & roadmap, establish team objectives, and deliver an awesome incident response program. This will involve working closely with many other teams outside of technology and with our technology leaders too!
• Develop, train, staff, and evolve our ability to learn from incidents, a process to track and report on trends, and manage the portfolio of key actions identified during our review process.
• Manage programs and projects, in collaboration with engineering and operations teams, focused on improvements to process, metrics, and framework. 

To thrive in this role, you have

• Have a perspective on how we can build a resiliency culture at Chime
• Experiences with developing programs, leading teams, and being a great people manager.
• Are comfortable navigating through ambiguity, while identifying areas for process improvement and establishing best practices.
• Have public or user-facing experience in ensuring communications are clear and succinct.
• Can problem solve and translate complicated technical issues into solutions, while being customer obsessed.
• Have an ability to execute on and deliver complex operational projects involving multiple stakeholders.
• Have operational awareness: a sense of the big picture in any organization they inhabit, how team members’ individual goals contribute to that, and how they can help team members navigate best within the big picture.

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 $14.5B. We've raised over $1B in funding from leading investors including DST, Coatue, Tiger Global, General Atlantic, Iconiq, Dragoneer, Menlo, Whale Rock, Access, Forerunner, Crosslink, Cathay, aCrew, 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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