Senior Incident Operations Manager

Title: Senior Incident Operations Manager Location: San Francisco, CA, USA

About this role

At Chime, we help our members achieve financial peace of mind. To do this we need features that are highly available and human & technical systems that are resilient. That’s where you come in. You will be a member of our Incident Response team to help Chime improve our readiness, response and drive organizational change from incidents.

As an Incident Operations Manager on Chime's Incident Operations team (Platform Engineering), you'll manage incidents end to end: from declaration and coordination, through member communication and member remediation, to review and follow-through. You'll work across Engineering, Product, Member Experience (MX), Core Experience, Risk, Compliance, Legal, and Finance, and lead through influence rather than authority. You'll bring a proactive, solution-oriented mindset and keep the member at the center of every decision. Alongside on-call work, you'll own defined improvement workstreams that make our response better every quarter.

In this role, you can expect to:

• Coordinate incidents end to end. Serve on the incident on-call rotation, including some after-hours coverage on weekends, nights, and holidays. Independently run incidents from declaration to resolution: setting severity, paging the right responders, running the bridge, confirming member impact, and driving mitigation decisions.
• Help drive communication during incidents. Draft clear, accurate member messages across in-app, push, inbox, email, and support channels; move them through Compliance and Legal approval within severity-based timelines; and keep Support and MX teams equipped with talking points.
• Drive member remediation to closure. Run the Remediating phase: define workstreams, DRIs, and exit criteria; partner with Data to size the impacted population; coordinate credits and bulk adjustments with Finance, Compliance, and Core Experience
• Keep stakeholders informed. Deliver timely status reports and sitreps for leadership, and supply impact summaries and timelines that Compliance and Legal use for bank partner and regulatory notifications.
• Close the loop. Facilitate incident reviews for the incidents you manage, capture learnings, and make sure corrective actions have owners and due dates.
• Get ahead of problems. Spot risks and gaps before they become incidents or repeat incidents, raise them early, and come up with a proposed solution.
• Improve how we respond. Own at least one program workstream, such as pre-approved member message templates, runbooks, or response metrics, and ship measurable improvements.
• Cross-train and share knowledge. Build working fluency on both the technical-command and member-impact sides of an incident, and help train coordinators and responders.

To thrive in this role, you have

• 3+ years in incident management, or a similar operational role, including hands-on coordination of live, customer-impacting incidents.
• A strong member focus. You think first about how an incident affects real people and their money, and you measure success by whether members are informed and made whole, not just whether systems are restored.
• A proactive, solution-oriented approach. You act before being asked, look for the next risk instead of waiting for it, and bring options and recommendations.
• Experience managing the customer side of an incident: writing customer-facing communications, working with support teams, and coordinating remediation.
• Calm, structured judgment under pressure; you know when to decide, when to escalate, and when to ask for help.
• Enough technical fluency to follow engineers through an investigation and ask good questions (observability, deploys, dependencies, distributed systems).
• Experience with incident and observability tools such as PagerDuty, incident.io, Datadog, Slack-based incident tooling, Jira, and Google Workspace.
• Clear, concise writing for different audiences: members, technical SMEs, compliance partners, and executives.
• Strong follow-through; you drive action items and remediation work to closure without being chased.

Nice to have

• Experience in fintech, banking, payments, or another regulated industry.

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