<h2>About the Role</h2> The Critical Operations team is a key driver within Chime’s Operations and Member Experience organization. This team ensures our support operations run smoothly, efficiently, and resiliently — empowering our agents and leaders to deliver consistently excellent experiences to our members, even during moments of high complexity or disruption. The Director, Critical Operations will oversee three essential functions: Workforce Management, Complaints and Escalations, and Member Support Incident Command. You will develop and lead a high-performing team responsible for optimizing operational capacity, ensuring regulatory compliance, and orchestrating rapid response during critical support events. You will work cross-functionally with Operations, Risk, Compliance, Product, and Technology partners to align resources, policies, and communication strategies that protect both member experience and business continuity. The base salary offered for this role and level of experience will begin at $193,860.00 and up to $274,700.00. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience. <h2>In this role, you can expect to:</h2> <ul> <li>Lead Workforce Management — develop and maintain workforce planning, forecasting, and real-time management strategies to ensure optimal coverage and responsiveness across all member support channels. </li> <li>Oversee Complaints &amp; Escalations — manage processes and teams handling member complaints and executive escalations; ensure timely resolution, root cause analysis, and trend reporting to inform continuous improvement. </li> <li>Direct Member Support Incident Command — serve as the operational command center leader during major member-impacting incidents, coordinating rapid triage, communication, and resolution efforts across functional partners. </li> <li>Build Operational Resilience — design playbooks, escalation paths, and command structures to maintain operational continuity under pressure. </li> <li>Partner Across Functions — collaborate with Product, Compliance, and Risk to ensure all escalations and incidents are handled with transparency, accuracy, and in line with regulatory requirements. </li> <li>Drive Performance Insights — establish and maintain reporting on workforce efficiency, escalation trends, and incident response metrics to identify optimization opportunities and performance gaps. </li> <li>Develop and Mentor Talent — coach, inspire, and grow a diverse team of operational leaders, analysts, and response coordinators. </li> <li>Promote a Culture of Readiness — lead post-incident reviews, scenario planning, and continuous improvement initiatives to enhance Chime’s overall operational maturity. </li> </ul> <h2>To thrive in this role, you have:</h2> <ul> <li>12+ years of experience in operations leadership roles within financial services, fintech, or large-scale customer support organizations. </li> <li>8+ years managing cross-functional teams across workforce management, complaints handling, or incident response disciplines. </li> <li>Proven experience leading operational incident command or similar crisis response frameworks. </li> <li>Strong analytical and systems-thinking skills to evaluate complex operational challenges and design scalable solutions. </li> <li>Excellent stakeholder management and communication skills; able to influence and align senior leaders during critical events. </li> <li>Demonstrated ability to thrive in a fast-paced, high-growth environment that requires adaptability, composure, and data-driven decision-making. </li> <li>Familiarity with relevant tools and systems such as WFM platforms (e.g., Verint, NICE), CRM systems (e.g., Zendesk), and incident management platforms (e.g., PagerDuty, Jira Service Management). </li> </ul> #LI-EI1 #LI-Remote<div><h2>A little about us</h2> At Chime, we believe that everyone can achieve financial progress. We created Chime—a financial technology company, not a bank*—on the premise that core banking services should be helpful, easy, and free. Through our user-friendly tools and intuitive platforms, we empower our members to take control of their finances and work towards their goals. Whether its starting a savings account, purchasing a first car or home, launching a business, or pursuing higher education, were proud to have helped millions unlock their financial potential. Were a team of problem solvers, dreamers, and builders with one shared obsession: our members. From day one, Chimers have worked tirelessly to out-hustle and out-execute competitors to bring our mission to life. Their grit and determination inspire us to work harder every day to deliver the very best experience possible. We each bring an owners mindset to our work, refusing to be outdone and holding ourselves accountable to meet and exceed the highest bars for our teams, our company, and our members. We believe in being bold, dreaming big, and taking risks, while also working together, embracing our diverse perspectives, and giving each other honest feedback. Our culture remains deeply entrepreneurial, encouraging every Chimer to see themselves as stewards of our mission to help everyday Americans unlock their financial progress.  We know that to achieve our mission, we must earn and keep peoples trust—so we hold ourselves to the highest standards of integrity in everything we do. These arent just words on a wall—our values are embedded in every aspect of our business, serving as a north star that guides us as we work to help millions achieve their financial potential. Because if we dont—who will? *Chime is a financial technology company, not a bank. Banking services provided by The Bancorp Bank, N.A. or Stride Bank, N.A., Members FDIC. <h2>What we offer for our full-time, regular employees</h2> <ul> <li>🏢 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. Whether you’re coming in regularly or are part of our fully remote program, you’ll stay engaged with your work and teammates.**</li> <li>💻 In-office perks including backup child, elder, and/or pet care, plus a subsidized commuter benefit to support your regular commute**</li> <li>💰 Competitive salary based on experience**</li> <li>✨ 401k match** plus great medical, dental, vision, life, and disability benefits</li> <li>🏝 Generous vacation policy and company-wide Chime Days, bonus company-wide paid days off**</li> <li>🫂 1% of your time off to support local community organizations of your choice</li> <li>👟 Annual wellness stipend to use towards eligible wellness related expenses</li> <li>👶 Up to 24 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents</li> <li>👪 Access to Maven, a family planning tool, with $15k lifetime reimbursement for egg freezing, fertility treatments, adoption, and more.</li> <li>🎉 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!**</li> <li>💚 A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help millions unlock financial progress**</li> </ul> **Perks also available to Chime Interns. We know that great work can’t be done without a diverse team and inclusive environment. That’s why we specifically look for individuals of varying strengths, skills, backgrounds, and ideas to join our team. We believe this gives us a competitive advantage to better serve our members and helps us all grow as Chimers and individuals. Chime is proud to be an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, genetic information, veteran status, or any other legally protected basis under provincial, federal, state, and local laws, regulations, or ordinances. We will also consider qualified applicants with criminal histories in a manner consistent with the requirements of state and local laws, including the San Francisco Fair Chance Ordinance, Cook County Ordinance, NYC Fair Chance Act, and the LA City Fair Chance Ordinance, and consistent with Canadian provincial and federal laws. If you have a disability or special need that requires accommodation during any stage of the application process, please contact: <a href="mailto:benefits@chime.com">benefits@chime.com</a>. To learn more about how Chime collects and uses your personal information during the application process, please see the <a href="https://www.chime.com/careers/chime-applicant-privacy-notice/">Chime Applicant Privacy Notice. </a></div>