Incident Operations Manager

The posting, as Chime wrote it

About this role

At Chime, we help our members achieve financial peace of mind. To do this we need features that are highly available and human & technical systems that are resilient. That’s where you come in. You will be a member of our Incident Response team to help Chime improve our readiness, response and drive organizational change from incidents.

As an Incident Operations Manager on Chime's Incident Operations team (Platform Engineering), you'll manage incidents end to end: from declaration and coordination, through member communication and member remediation, to review and follow-through. You'll work across Engineering, Product, Member Experience (MX), Core Experience, Risk, Compliance, Legal, and Finance, and lead through influence rather than authority. You'll bring a proactive, solution-oriented mindset and keep the member at the center of every decision. Alongside on-call work, you'll own defined improvement workstreams that make our response better every quarter.

In this role, you can expect to

• Coordinate incidents end to end. Serve on the incident on-call rotation, including some after-hours coverage on weekends, nights, and holidays. Independently run incidents from declaration to resolution: setting severity, paging the right responders, running the bridge, confirming member impact, and driving mitigation decisions.
• Help drive communication during incidents. Draft clear, accurate member messages across in-app, push, inbox, email, and support channels; move them through Compliance and Legal approval within severity-based timelines; and keep Support and MX teams equipped with talking points.
• Drive member remediation to closure . Run the Remediating phase: define workstreams, DRIs, and exit criteria; partner with Data to size the impacted population; coordinate credits and bulk adjustments with Finance, Compliance, and Core Experience
• Keep stakeholders informed. Deliver timely status reports and sitreps for leadership, and supply impact summaries and timelines that Compliance and Legal use for bank partner and regulatory notifications.
• Close the loop . Facilitate incident reviews for the incidents you manage, capture learnings, and make sure corrective actions have owners and due dates.
• Get ahead of problems . Spot risks and gaps before they become incidents or repeat incidents, raise them early, and come up with a proposed solution.
• Improve how we respond . Own at least one program workstream, such as pre-approved member message templates, runbooks, or response metrics, and ship measurable improvements.
• Cross-train and share knowledge. Build working fluency on both the technical-command and member-impact sides of an incident, and help train coordinators and responders.

To thrive in this role, you have

• 3+ years in incident management, or a similar operational role, including hands-on coordination of live, customer-impacting incidents.
• A strong member focus. You think first about how an incident a

[…]
ive health, financial, and wellbeing benefits designed to support you at every stage of life.

• 🏝 Generous vacation policy and 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 22 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents
• 👪 Access to family planning reimbursement
• 💚 A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help millions unlock financial progress

We know that great work can’t be done without a diverse team and inclusive environment. That’s why we specifically look for individuals of varying strengths, skills, backgrounds, and ideas to join our team. We believe this gives us a competitive advantage to better serve our members and helps us all grow as Chimers and individuals.

Chime is proud to be an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, genetic information, veteran status, or any other legally protected basis under provincial, federal, state, and local laws, regulations, or ordinances. We will also consider qualified applicants with criminal histories in a manner consistent with the requirements of state and local laws, including the San Francisco Fair Chance Ordinance, Cook County Ordinance, NYC Fair Chance Act, and the LA City Fair Chance Ordinance, and consistent with Canadian provincial and federal laws. If you have a disability or special need that requires accommodation during any stage of the application process, please contact: accommodations@chime.com .

To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice .