Incident Manager

Act as the primary coordinator / decision maker for the member response strategy during an incident; e.g., making the call on when and what to post on Chime’s status page. Play an active role during critical incidents which may occur outside of normal business hours. This position will require on-call duties. Work closely with the Technical Incident Management team, led by Engineering, to ensure the MXIC and TechIC are working in harmony during an incident. Conduct cross-functional retros and executive readouts following SEV 0/1/2 incidents; documenting impact, key learnings, and areas of improvement. Ensure meeting of performance metrics / SLAs for the MXIC team; e.g., time from incident raised to MXIC acknowledgement, time to create and approve agent scripts, time to update Chime.com/status, etc. Partner with cross functional stakeholders including Chime’s engineering, product, compliance, legal, and lifecycle marketing teams, to enhance processes and tools that improve incident response and overall member experience. Champion and drive efforts across the team to improve effectiveness and contribute to making Operations & Member Experience a great place to work.