Senior Manager, Customer Experience IT Operations

Job Description

About the role

Chime is seeking an experienced and strongly motivated leader to build and manage Customer Experience Technology Operations. This role will create a new team dedicated to addressing the business technology systems for Member Services. You will play a critical role in delivering the best support technology systems to our front-line teams, ensuring we leverage technology as a competitive advantage while providing the best member experience. You will play a key role in IT organization and have the opportunity to help shape the future of Chime and, of course, our Member-experience. This is a hands-on management role and will report to the Director of IT.

The right candidate will hit the ground running from the technical perspective and help the team deliver several open professional transformation projects. You will act as a liaison and coordinate internal efforts to obtain issue resolution for reported escalated issues that significantly impact the member experience or affect front line productivity.

Manager of Customer Experience Systems is a technical role that requires an expert technical understanding of cloud CRM, telephony, mobile apps, network ops, and more. You collaborate closely with leaders from various member services functions, including Vendor Operations, Quality, and Learning and Development. You will also partner with Analytics, Risk, Compliance, IT, Security, Product, and Engineering.

In this role, you can expect to

• Provide strategic direction and daily support to design, implement and support strategic enterprise Member Services platform solutions
• Be responsible for end to end ownership of CRM(Zendesk), Telecom voice platforms across all business lines, managing activities such as system administration, performance monitoring, risk management, incident management, reporting, and general oversight
• Manage of a team supporting CRM systems, customer and contact center support tools, IT integrations, and standard release and change management processes.
• Analyze and implement customer contact workflow technology to optimize existing communication channels (i.e., webchat, phone, email, SMS, etc.) and make recommendations on new effective mediums.
• Own and manage technology and solution Vendor SLAs in relation to incidents and response to potential disruptions. Experience with Vendor contracting process and management of statements of work.
• Be responsible for optimizing the use of the member services technology solutions through continuous improvement to maximize the investment potential.
• Develop metrics to ensure processes and implementations are successfully measured, and efforts are attached to ROI.

To thrive in this role, you have

• 8+ years of experience building and managing contact center technologies, including cloud solutions with customer-facing technologies in high-growth companies.
• Strong vendor negotiation, contract management, and problem-solving skills with a track record of delivery.
• Experience with contact center technologies ecosystems; Twillio, inContact, Five9, Genesys, Avaya, SalesForce/ServiceCloud, Zendesk or equivalent systems
• Experience with Verint F&S, Avaya WFO, IEX, or similar forecasting and scheduling software
• The ability to provide technical leadership and mentoring of staff
• Proven experience in large-complex technical efforts, including cross-functional agile teams
• Familiarity with compliance and audit standards (e.g., SOC2, ISO27001, etc

A little about us

We created Chime because we believe everyone deserves financial peace of mind. By eliminating unnecessary fees and helping people grow their savings automatically, we’ve empowered millions of Americans to take control of their finances.

Chime is the largest and fastest-growing U.S. player in the challenger-banking space. Through our banking partners, we offer access to bank accounts with fee-free overdraft, provide members the chance to receive early access to their paychecks, help them improve their credit, and more!

We've built one of the most experienced leadership teams in Fintech and were recently valued at over $14.5B. We've raised over $1B in funding from leading investors including DST, Coatue, Tiger Global, General Atlantic, Iconiq, Dragoneer, Menlo, Whale Rock, Access, Forerunner, Crosslink, Cathay, aCrew, and others.

What we offer

• 💰 Competitive salary based on experience
• ✨ 401k match plus the usual medical, dental, vision, life, and disability benefits
• 📝 Quarterly stipend to spruce up your home office
• 🏝 Generous vacation policy and company-wide Take Care of Yourself Days
• 🖥 Virtual events to connect with your fellow Chimers- think cooking classes, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too!
• 💚 A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help create a completely new kind of banking service

We know that great work comes from great, and inclusive teams. At Chime, we specifically look for individuals of varying strengths, skills, backgrounds, and ideas. We believe this gives us a competitive advantage to better serve our members and helps us all grow as Chimers and individuals.

We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. Chime is proud to be an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance. If you have a disability or special need that requires accommodation, please let us know. To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice.