Overview

Imagine playing a pivotal role in delivering seamless experiences to millions of members, ensuring the right support is always available at the perfect moment. At Chime, we are building a world class Customer Operations organization, and we need a visionary leader to drive its core. We are searching for a highly skilled Senior Manager, Global Workforce Management, someone ready to scale and optimize our workforce planning efforts across the globe. This is not just a job; it is a chance to shape the future of how a rapidly growing company connects with its community, making a tangible impact on daily lives, all from anywhere in the world.

As a leading financial technology company, Chime is dedicated to helping our members achieve financial peace of mind. Our commitment to exceptional service is unwavering, and at the heart of that commitment lies our global Customer Operations team. We are excited to welcome a Senior Manager, Global Workforce Management, to our team. In this fully remote, worldwide opportunity, you will be instrumental in optimizing how we staff and manage our operations, which currently supports more than 4,000 agents globally. You will lead a dedicated team responsible for critical functions like forecasting, capacity planning, scheduling, and overall workforce optimization. This role involves close collaboration with various departments, including Operations, Finance, Vendor Management, Analytics, and Technology teams. Together, we will enhance operational performance and pioneer innovative solutions, leveraging artificial intelligence, automation, and continuous improvement to evolve workforce management.

Key Responsibilities

Lead a high performing global team: Directly manage and mentor a team of WFM professionals, fostering their growth and ensuring operational excellence across all functions.
Drive strategic forecasting and capacity planning: Develop and implement sophisticated models to accurately predict volume, resource needs, and capacity, ensuring optimal staffing levels for our global operations.
Optimize scheduling and real time management: Oversee the creation of efficient schedules and guide real time adjustments to meet service level agreements and enhance agent productivity.
Collaborate cross functionally: Partner extensively with Operations, Finance, Analytics, Vendor Management, and Technology to align WFM strategies with broader business goals and initiatives.
Pioneer innovation in WFM: Champion the adoption of AI, automation, and new methodologies to continuously improve WFM processes and tools.
Enhance operational performance: Analyze key performance indicators, identify areas for improvement, and implement data driven solutions to boost efficiency and member satisfaction.
Manage a large scale operation: Successfully oversee workforce management for a dynamic, global operation supporting over 4,000 agents.

Requirements

Demonstrated experience leading global workforce management functions within a large scale customer operations environment, ideally supporting 4,000+ agents.
Proven leadership skills with a track record of building, coaching, and developing high performing WFM teams.
Expertise in forecasting methodologies, capacity planning models, and scheduling strategies.
Strong analytical acumen and a data driven approach to problem solving and decision making.
Excellent communication and interpersonal skills, essential for collaborating effectively with diverse stakeholders across the organization.
A strategic mindset with the ability to identify opportunities for process improvement and technological advancement, particularly in AI and automation.
Proficiency with modern workforce management software and tools.

What You'll Gain

Joining Chime means becoming part of a mission driven company where your work genuinely makes a difference. You will enjoy a highly competitive compensation package which includes a base salary starting at $170,000.00 and potentially reaching $235,000.00, depending on your location, skills, qualifications, and experience. Full time employees also receive a robust bonus, a competitive equity package, and comprehensive benefits. This is a unique opportunity to lead transformative initiatives in a flexible, fully remote setting, contributing to the success of a fast paced, innovative organization at the forefront of financial technology.