Senior Manager

This is a fully remote position, open to applicants in California.

📋 Description

• Oversee forecasting, capacity planning, scheduling, and workforce optimization initiatives within a global customer operations organization that supports over 4,000 agents.

• Create staffing plans that align with member demand, service level goals, employee experience, and financial objectives.

• Collaborate with Operations, Finance, Vendor Management, and Analytics teams to ensure workforce strategies align with business priorities and foster long-term growth.

• Track workforce performance, identify emerging risks and opportunities, and recommend staffing changes to enhance operational outcomes.

• Establish and improve processes that enhance forecast accuracy, staffing efficiency, schedule effectiveness, and workforce performance.

• Advocate for the use of AI, automation, and emerging workforce technologies to enhance scalability, forecasting accuracy, and operational decision-making.

• Lead, mentor, and cultivate a high-performing workforce management team while promoting a culture of accountability, collaboration, inclusion, and continuous improvement.

⛳️ Requirements

• 7+ years of experience in workforce management within large-scale customer operations environments.

• 3+ years of leadership experience with a proven track record in coaching, developing, and retaining high-performing teams.

• Extensive knowledge in forecasting, capacity planning, scheduling, real-time management, and workforce analytics that achieve measurable business results.

• Experience managing complex operations involving thousands of agents across various geographies, channels, and outsourced vendor partners.

• Strong analytical capabilities and experience in converting workforce data into actionable insights for operational and executive stakeholders.

• Proven experience in driving process enhancements, operational efficiencies, and cross-functional initiatives that elevate service delivery and business performance.

• Enthusiasm for utilizing AI, automation, predictive analytics, and workforce technologies to modernize workforce management practices and enhance decision-making.

🏝️ Benefits

• Competitive salary based on experience

• 401k matching along with excellent medical, dental, vision, life, and disability benefits

• Generous vacation policy and company-wide Chime Days, along with additional paid days off

• 1% of your time off to support local community organizations of your choosing

• Annual wellness stipend for eligible wellness-related expenses

• Up to 24 weeks of paid parental leave for birthing parents and 12 weeks for non-birthing parents

• Access to Maven, a family planning resource, with a $15k lifetime reimbursement for egg freezing, fertility treatments, adoption, and more.

• Opportunities for in-person and virtual events to connect with fellow Chimers—such as cooking classes, guided meditations, music festivals, mixology classes, paint nights, and delicious snack boxes!

• A challenging and rewarding opportunity to join one of the most experienced teams in FinTech and assist millions in achieving financial progress.