Incident Manager

About The Role
Chime is building a world-class Member Service organization, grounded in three guiding principles:

• Frictionless product: Use member insights to identify and eliminate issues through simple, transparent product design.
• Self-service: Empower members to solve their own problems through automated and community-based support.
• Excellent support: When members need to reach us, deliver exceptional, empathetic service.

We're looking for an Incident Manager with a strong background in incident coordination and member communications to join our Critical Operations team within Chime's Operations & Member Experience (OMX) organization.

The Operations & Member Experience Incident Response (MXIC) team is responsible for coordinating Chime's member-facing response to incidents, minimizing impact to the member experience, and safeguarding Chime's reputation and brand. MXIC drives efficient incident resolution by collaborating across technical, operational, and communications teams, ensuring our support advisors have the information they need to best serve members.

As an MXIC Incident Manager, you will work closely with Chime's Technical Incident Management team and cross-functional partners to execute end-to-end incident response runbooks and maintain adherence to key performance metrics (e.g., time from incident alert to member communications being published). You'll develop deep subject matter expertise in Chime's products, technical systems, and regulatory processes to determine how and when to respond during incidents or crises.

We're looking for someone who thrives in a dynamic, high-growth environment, brings a deep understanding of technology and operational excellence, and challenges the status quo to improve the member experience during and after incidents. If you're someone who rolls up your sleeves, builds programs from the ground up, and leads with curiosity and empathy—we want to hear from you.

The base salary offered for this role and level of experience will begin at $82,620.00 and up to $114, Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.

In This Role, You Can Expect To

• 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 status page.
• 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 (if applicable), etc.
• Partner with cross functional stakeholders including, but not limited to, Chime's engineering, product, compliance, legal, and lifecycle marketing teams.
• Partner across functions to enhance processes and tools that improve incident response and overall member experience.
• Champion and drive efforts across the team to improve effectiveness and contribute to making Operations & Member Experience a great place to work.

A Little About Us
At Chime, we believe that everyone can achieve financial progress. We created Chime—a financial technology company, not a