Incident Response & Operations Lead

Chime; United States; Sur place; USD 123 000 - 170 000; Plein temps

Résumé du poste

Chime is seeking an Incident Operations Manager to lead end-to-end incident management within the Incident Operations team. You will coordinate on-call rotations, drive member remediation, and communicate with engineering, MX, risk, and legal to minimize impact while improving response processes.

A proactive, rightsized approach and strong writing are essential. Expect collaboration across Finance, Compliance, and Core Experience, with a focus on proactive improvements and program workstreams.

Qualifications

• 3+ years in incident management or similar operational role coordinating live customer-impacting incidents.
• Strong member focus: prioritize customers and their money, not just system restoration.
• Experience writing customer-facing communications and coordinating remediation.
• Calm, structured judgment under pressure; know when to act vs escalate.

Responsabilités

• Coordinate incidents end to end, including on-call rotations and after-hours coverage.
• Draft clear member messages across channels and obtain necessary approvals.
• Drive remediation by defining workstreams, DRIs, and exit criteria.
• Deliver timely status reports and impact summaries for leadership and bank partners.
• Facilitate incident reviews, capture learnings, and assign owners and due dates.
• Identify risks and gaps early and propose solutions to prevent incidents.

Connaissances

Incident management

Customer focus

Communication

Proactive problem-solving

Cross-functional collaboration

Written communication

Calm under pressure

Observability basics

Decision making

On-call coordination

Outils

PagerDuty

incident.io

Datadog

Slack incident tooling

Jira

Google Workspace

Description du poste

Chime is seeking an Incident Operations Manager to lead end-to-end incident management within the Incident Operations team. You will coordinate on-call rotations, drive member remediation, and communicate with engineering, MX, risk, and legal to minimize impact while improving response processes.

A proactive, rightsized approach and strong writing are essential. Expect collaboration across Finance, Compliance, and Core Experience, with a focus on proactive improvements and program workstreams.