90 applicants

Company

Chime · 21 hours ago

Incident Manager

United States

Full-time

Remote

Mid, Senior Level

$104K/yr - $144K/yr

5+ years exp

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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.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Incident ManagementCrisis ManagementProgram ManagementPagerDutyExecutive Communication

Required

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.

Benefits

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.

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!

Company

Chime

Glassdoor

3.6

Chime is a financial technology company that offers mobile banking services.

Founded in 2012

San Francisco, California, USA

1,001-5,000 employees

https://www.chime.com

H1B Sponsorship

Chime has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

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Trends of Total Sponsorships

2023 (65)

2022 (58)

2021 (107)

2020 (47)