Senior Manager
Chime is seeking a Senior Manager, Global Workforce Management to lead and optimize workforce planning across its global Customer Operations organization. This role is pivotal in ensuring that Chime delivers exceptional member experiences by effectively managing a team of over 4,000 agents worldwide. The Senior Manager will collaborate closely with Operations, Finance, Vendor Management, Analytics, and Technology teams to enhance operational performance and drive innovation in workforce management through AI and automation.
Key responsibilities include leading forecasting, capacity planning, scheduling, and workforce optimization activities. The Senior Manager will develop staffing plans that align member demand with service level objectives, employee experience, and financial goals. They will monitor workforce performance, identify emerging risks and opportunities, and recommend staffing adjustments to improve operational outcomes. Additionally, the role involves championing AI, automation, and emerging workforce technologies to enhance scalability, forecasting precision, and operational decision-making.
Candidates should have over seven years of workforce management experience in large-scale customer operations environments, with at least three years in a leadership role. A deep understanding of forecasting, capacity planning, scheduling, real-time management, and workforce analytics is essential. Experience supporting complex operations with thousands of agents across multiple geographies and channels, including outsourced vendor partners, is highly desirable. Strong analytical skills and a passion for leveraging AI and automation technologies to modernize workforce management practices are also important.
The base salary for this role ranges from $170,000 to $235,000, depending on experience and location. Full-time employees are eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on the candidate's location, skills, qualifications, and experience.
Chime is a financial technology company committed to helping everyone achieve financial progress. By providing user-friendly tools and intuitive platforms, Chime empowers its members to take control of their finances and work towards their goals. The company fosters a culture of collaboration, inclusion, and continuous improvement, offering opportunities for professional growth and development.