Senior Incident Operations Manager

At Chime, we help our members achieve financial peace of mind. 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.

• Coordinate incidents end to end, serving 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.
• Drive member remediation to closure, including defining 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 for bank partner and regulatory notifications.
• Facilitate incident reviews, capture learnings, and ensure corrective actions have owners and due dates.
• Spot risks and gaps before they become incidents, raise them early, and propose solutions.
• 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, building working fluency on both technical-command and member-impact sides of an incident.

• 3+ years in incident management or a similar operational role, including hands-on coordination of live, customer-impacting incidents.
• Strong member focus, thinking first about how an incident affects real people and their money.
• Proactive, solution-oriented approach, acting before being asked and bringing 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.
• Enough technical fluency to follow engineers through an investigation and ask good questions (observability, deploys, dependencies, distributed systems).
• Experience with incident and observability tools such as PagerDuty, incident.io, Datadog, Slack-based incident tooling, Jira, and Google Workspace.
• 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.

• Experience in fintech, banking, payments, or another regulated industry.

Base salary: $141,000—$195,000 USD. Full-time employees may also be eligible for bonus(es), competitive equity, and benefits. Chime offers comprehensive health, financial, and wellbeing benefits, including backup child, elder, and pet care, subsidized commuter benefits, generous vacation policy and company-wide paid days off, annual wellness stipend, up to 22 weeks of paid parental leave for birthing parents and 12 weeks for non-birthing parents, and family planning reimbursement.

Our in-office work policy is designed to keep you connected - with four days a week in the office and Fridays from home for those near one of our offices, plus team and company-wide events depending on location.