End-to-End Incident Leader for Member Impact

Chime Enterprise; San Francisco (CA); Hybrid; USD 141,000 - 195,000; Full time

Job summary

Chime is seeking an Incident Operations Manager on the Incident Operations team (Platform Engineering) in San Francisco to own end-to-end incident handling, from declaration to remediation and post-incident reviews. The role emphasizes member impact, cross-functional influence, and proactive improvement of response practices.

Expect on-call duties with some after-hours coverage and collaboration across Eng, MX, Risk, Compliance, Legal, and Finance.

Qualifications

• 3+ years in incident management or similar operational role.
• Experience writing customer-facing communications and coordinating remediation.
• Calm, structured judgment under pressure; proactive problem-solver.

Responsibilities

• Coordinate incidents end to end, including on-call and after-hours coverage.
• Drive clear member communications across channels and approvals.
• Lead remediation workstreams with cross-functional partners and define exit criteria.
• Deliver status reports, sitreps, and post-incident reviews with owners and dates.
• Identify risks and gaps to prevent repeat incidents.
• Own program workstreams (templates, runbooks, metrics) and ship improvements.
• Cross-train teams on technical and member-impact aspects of incidents.

Skills

Incident management

Customer-facing communications

Stakeholder coordination

Observability tooling familiarity

Tools

PagerDuty

incident.io

Datadog

Slack tooling

Jira

Google Workspace

Job description

Chime is seeking an Incident Operations Manager on the Incident Operations team (Platform Engineering) in San Francisco to own end-to-end incident handling, from declaration to remediation and post-incident reviews. The role emphasizes member impact, cross-functional influence, and proactive improvement of response practices.

Expect on-call duties with some after-hours coverage and collaboration across Eng, MX, Risk, Compliance, Legal, and Finance.