Senior Incident Operations Manager
Chime · San Francisco, CA, USA
About this role
**Senior Incident Operations Manager (Chime)** ## About this role At Chime, we help our members achieve financial peace of mind through highly available systems and resilient human + technical processes. You’ll join the Incident Response team to improve readiness, response, and organizational change driven by 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 remediation—then ensure follow-through via reviews and corrective actions. You’ll partner across Engineering, Product, Member Experience (MX), Core Experience, Risk, Compliance, Legal, and Finance, leading through influence and keeping the member at the center of every decision. ## 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: set severity, page responders, run the bridge, confirm member impact, and drive mitigation decisions. - **Drive communication during incidents** - Draft clear, accurate member messages across in-app, push, inbox, email, and support channels. - Move messages through Compliance and Legal approval within severity-based timelines. - Provide Support and MX teams 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. - Provide impact summaries and timelines for Compliance/Legal notifications to bank partners and regulators. - **Close the loop** - Facilitate incident reviews for incidents you manage. - Capture learnings and ensure 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 propose solutions. - **Improve how we respond** - Own at least one program workstream (e.g., message templates, runbooks, or response metrics) and ship measurable improvements. - **Cross-train and share knowledge** - Build fluency on both technical-command and member-impact sides of an incident. - 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. - **Strong member focus**—success means members are informed and made whole, not just systems restored. - **Proactive, solution-oriented mindset**—act before being asked, identify next risks, and bring options/recommendations. - **Experience managing the customer side of incidents** (customer-facing communications, support coordination, remediation). - **Calm, structured judgment under pressure**—know when to decide, escalate, or ask for help. - **Technical fluency** to follow engineers through investigations and ask strong questions (observability, deploys, dependencies, distributed systems). - Experience with tools such as **PagerDuty, incident.io, Datadog, Slack-based incident tooling, Jira, and Google Workspace**. - **Clear, concise writing** for members, techni
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