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About the Role

At Chime, 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, 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.

Responsibilities

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.
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.
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.
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.
Facilitate incident reviews for the incidents you manage, capture learnings, and make sure corrective actions have owners and due dates.
Spot risks and gaps before they become incidents or repeat incidents, raise them early, and come up with a proposed solution.
Own at least one program workstream, such as pre-approved member message templates, runbooks, or response metrics, and ship measurable improvements.
Build working fluency on both the technical-command and member-impact sides of an incident, and help train coordinators and responders.

Requirements

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 affects real people and their money, and you measure success by whether members are informed and made whole, not just whether systems are restored.
A proactive, solution-oriented approach. You act before being asked, look for the next risk instead of waiting for it, and bring options and recommendations.
Experience managing the customer side of an incident: writing customer-facing communications, working with support teams, and coordinating remediation.
Calm, structured judgment under pressure; you know when to decide, when to escalate, and when to ask for help.
Enough technical fluency to follow engineers through an investigation and ask good questions (observability, deploys, dependencies, distributed systems).
Clear, concise writing for different audiences: members, technical SMEs, compliance partners, and executives.
Strong follow-through; you drive action items and remediation work to closure without being chased.

Skills

Incident management
PagerDuty
incident.io
Datadog
Slack-based incident tooling
Jira
Google Workspace
Fintech
Banking
Payments
Regulated industry

Location

Onsite

Work Type

Hybrid
Full-time

Experience Level

3+ years

Salary/Compensations

$141,000—$195,000 USD

Benefits

Bonus(es)
Competitive equity
Backup child, elder, and pet care
Subsidized commuter benefits
Comprehensive health, financial, and wellbeing benefits
Generous vacation policy
Company-wide paid days off
1% of your time off to support local community organizations
Annual wellness stipend
Up to 22 weeks of paid parental leave for birthing parents
12 weeks of paid parental leave for non-birthing parents
Access to family planning reimbursement

About the Company

At Chime, we believe that everyone can achieve financial progress. We created Chime—a financial technology company, not a bank*—on the premise that core banking services should be helpful, easy, and free. Through our user-friendly tools and intuitive platforms, we empower our members to take control of their finances and work towards their goals. Whether it's starting a savings account, purchasing a first car or home, launching a business, or pursuing higher education, we're proud to have helped millions unlock their financial potential.
We're a team of problem solvers, dreamers, and builders with one shared obsession: our members. From day one, Chimers have worked tirelessly to out-hustle and out-execute competitors to bring our mission to life. Their grit and determination inspire us to work harder every day to deliver the very best experience possible. We each bring an owner's mindset to our work, refusing to be outdone and holding ourselves accountable to meet and exceed the highest bars for our teams, our company, and our members.
We believe in being bold, dreaming big, and taking risks, while also working together, embracing our diverse perspectives, and giving each other honest feedback. Our culture remains deeply entrepreneurial, encouraging every Chimer to see themselves as stewards of our mission to help everyday Americans unlock their financial progress.
We know that to achieve our mission, we must earn and keep people's trust—so we hold ourselves to the highest standards of integrity in everything we do. These aren't just words on a wall—our values are embedded in every aspect of our business, serving as a north star that guides us as we work to help millions achieve their financial potential.
*Chime is a financial technology company, not a bank. Banking services provided by The Bancorp Bank, N.A. or Stride Bank, N.A., Members FDIC.

Equal Opportunity

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.