Senior Manager, Complaints

Summary

Join Chime's growing complaints program as a Senior Manager of Executive Member Relations (EMR)! Lead the strategy, operations, and outcomes of the internal complaints program, managing a team of specialists and team leads. You will shape the program's future, driving efficiency, quality, and compliance while collaborating with Legal, Compliance, Bank Partners, and BPO vendors. Develop and articulate a long-term vision for best-in-class complaints handling, translating that vision into actionable roadmaps. Oversee quality control, feedback loops, and cross-training. Serve as the escalation point for complex issues. Partner with other teams to scale operational infrastructure and ensure accurate complaint tracking. Champion a culture of feedback and operational excellence. The base salary is $146,610-$207,700, plus bonus, equity, and benefits.

Requirements

• 5–7+ years of experience in complaints management, risk, compliance, or operations (preferably in fintech, banking, or regulated industries)
• Experience managing high-performing teams, including people leaders, program managers, and analysts
• Strong project management and communication skills, including stakeholder alignment across Legal, Compliance, and CX
• Familiarity with BPO operations, quality assurance, and process documentation
• Experience using tools like Zendesk, Looker, G Suite; SQL a plus
• Ability to create clarity, structure, and action in ambiguous environments

Responsibilities

• Develop and articulate a long-term vision for what best-in-class complaints handling looks like at Chime—balancing regulatory rigor, member trust, and operational scale
• Translate that vision into actionable short- and mid-term roadmaps, leading the team through iterative improvements in quality, tooling, process, and structure to steadily close the gap between current state and future state
• Oversee quality control programs, team-wide feedback loops, and cross-training adoption
• Serve as the escalation point for complex complaints or investigations
• Partner with Analytics, Tooling, and Process teams to scale operational infrastructure
• Work closely with Legal, Compliance, and partner banks to ensure response accuracy and risk mitigation
• Ensure accurate tracking and handling of complaints in regulatory and non-regulatory systems
• Champion a culture of feedback, ownership, and operational excellence

Benefits

• 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
• 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
• In-person and virtual events to connect with your fellow Chimers—think cooking classes, guided meditations, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too!