Incident Manager

Summary

Join our team as an Incident Manager to coordinate member-facing response to incidents, ensuring minimal degradation of the member experience and protecting Chime's reputation and brand.

Requirements

• 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

Responsibilities

• 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

Benefits

• 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