Senior Manager, Chime Center of Excellence
About the role
Chime is building a world-class member service organization, and we believe member support should be 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.
Within our Operations & Member Experience organization, the Member Services team is responsible for delivering exceptional members experiences. As a Senior Manager of Chime’s Center of Excellence, you will lead in-house and outsourced teams who manage urgent triage, rapid response and incubation. You will own your teams’ adherence to performance and quality KPIs, analyze contact drivers, perform root cause analysis, and drive improvements to member experiences. This is a high-impact, high-visibility position that interacts with cross functional stakeholders and requires leadership skills and stamina to operate in fast-paced environments.Â
Successful candidates must be able to dive deep and identify root causes and barriers, and implement timely solutions across our service network. He or she is highly self-motivated with a strong sense of initiative and ability to anticipate needs. He or she possesses strong communication skills, business acumen and sincere obsession for our members.
In this role, you are expected to
- Manage teams that triage members’ escalations, as well support urgent requests from internal stakeholders.Â
- Run daily and weekly operations reviews and handle KPI management.
- Partner with our Operational Excellence team to conduct root cause analysis and identify operational process improvement opportunities.
- Develop and implement incubation and pilot programs for new products and services.Â
- Solve complex customer service issues and proactively prevent negative service trends.
- Develop and maintain strong working relationships with employees at every level in the company, and with all levels of call center operations.
- Represent the voice of our members in operational business reviews.
- Demonstrate leadership style that encourages participation and ownership, along with focus on bias for action and member obsession.Â
- Conduct all business with the highest ethical and professional standards, representing Chime at all times.
To thrive in this role, you have
- A Bachelor's Degree and 12+ years of experience in people management and operations leadership experience.Â
- 12+ years working in the contact center industry, at or with large-scale BPOs.
- A sincere passion and obsession for members.
- A track record of delivering results in a fast pace, global contact center environment.
- A track record of working autonomously, skilled at implementing new processes and systems, and the ability to influence senior leadershipÂ
- Strong oral and written communication, along with a strong analytical mindset
- Ability and willingness to travel domestically and internationally, approx. 20% of the time (post COVID)
- Experience with managing decentralized remote teams.Â
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.Â
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.Â
What we offer
- đź’° Competitive salary based on experience
- ✨ 401k match plus the usual medical, dental, vision, life, and disability benefits
- 📝 Quarterly stipend to spruce up your home officeÂ
- 🏝 Generous vacation policy and company-wide Take Care of Yourself DaysÂ
- đź–ĄÂ 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.Â