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Salary: USD 141,000 - 195,000 / annual
Chime is seeking a Senior Incident Operations Manager to join its Incident Response team within Platform Engineering. This role is central to maintaining Chime's financial platform reliability and member trust through proactive incident management, cross-functional coordination, and continuous improvement.
You will manage incidents end-to-end, from declaration through resolution and post-incident review. Key responsibilities include:
**Incident Coordination & Response**
Serve on the incident on-call rotation (including after-hours coverage on weekends, nights, and holidays). Independently run incidents from declaration to resolution: set severity levels, page appropriate responders, run incident bridges, confirm member impact, and drive mitigation decisions.
**Member Communication**
Draft clear, accurate member-facing messages across in-app, push, inbox, email, and support channels. Move communications through Compliance and Legal approval within severity-based timelines. Equip Support and Member Experience teams with talking points and status updates.
**Remediation & Closure**
Run the remediation phase by defining workstreams, identifying DRIs (directly responsible individuals), and setting exit criteria. Partner with Data teams to size impacted populations. Coordinate credits and bulk adjustments with Finance, Compliance, and Core Experience teams.
**Stakeholder Management**
Deliver timely status reports and situation reports (sitreps) to leadership. Supply impact summaries and timelines for Compliance and Legal to use in bank partner and regulatory notifications.
**Post-Incident Learning**
Facilitate incident reviews, capture learnings, and ensure corrective actions have clear owners and due dates.
**Proactive Risk Management**
Identify risks and gaps before they become incidents or repeat. Raise concerns early with proposed solutions.
**Program Ownership**
Own at least one improvement workstream (e.g., pre-approved message templates, runbooks, response metrics) and ship measurable improvements each quarter.
**Knowledge Sharing**
Build working fluency on both technical-command and member-impact sides of incidents. Help train coordinators and responders.
**Requirements**
- 3+ years in incident management or similar operational role, including hands-on coordination of live, customer-impacting incidents
- Strong member/customer focus: prioritize how incidents affect real people and their money; measure success by member outcomes, not just system restoration
- Proactive, solution-oriented approach: act before being asked, anticipate risks, bring options and recommendations
- Experience managing the customer side of incidents: writing customer-facing communications, working with support teams, coordinating remediation
- Calm, structured judgment under pressure; know when to decide, escalate, or ask for help
- Technical fluency sufficient to follow engineers through investigations and ask informed questions about observability, deploys, dependencies, and distributed systems
- Experience with incident and observability tools (PagerDuty, incident.io, Datadog, Slack-based incident tooling, Jira, Google Workspace)
- Clear, concise writing for diverse audiences: members, technical SMEs, compliance partners, executives
- Strong follow-through: drive action items and remediation work to closure without being chased
**Nice to Have**
- Experience in fintech, banking, payments, or other regulated industries
