Chime Financial, Inc - Senior Manager, Global Workforce Management
Requirements
• ✨ 401k match plus great medical, dental, vision, life, and disability benefits • 🏝 Generous vacation policy and company-wide Chime Days, bonus company-wide paid days off • 🫂 1% of your time off to support local community organizations of your choice • 👟 Annual wellness stipend to use towards eligible wellness related expenses • 👶 Up to 24 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents • 👪 Access to Maven, a family planning tool, with $15k lifetime reimbursement for egg freezing, fertility treatments, adoption, and more. • 🎉 In-person and virtual events to connect with your fellow Chimers—think cooking classes, guided meditations, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too! • 💚 A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help millions unlock financial progress • We know that great work can’t be done without a diverse team and inclusive environment. That’s why we specifically look for individuals of varying strengths, skills, backgrounds, and ideas to join our team. We believe this gives us a competitive advantage to better serve our members and helps us all grow as Chimers and individuals.
Responsibilities
• Lead forecasting, capacity planning, scheduling, and workforce optimization activities across a large-scale global customer operations organization supporting more than 4,000 agents. • Develop staffing plans that align member demand, service level objectives, employee experience, and financial goals. • Partner with Operations, Finance, Vendor Management, and Analytics teams to ensure workforce strategies support business priorities and long-term growth. • Monitor workforce performance, identify emerging risks and opportunities, and recommend staffing adjustments that improve operational outcomes. • Establish and enhance processes that improve forecast accuracy, staffing efficiency, schedule effectiveness, and workforce performance. • Champion AI, automation, and emerging workforce technologies to improve scalability, forecasting precision, and operational decision-making. • Manage, coach, and develop a high-performing workforce management team while fostering a culture of accountability, collaboration, inclusion, and continuous improvement. • 7+ years of workforce management experience supporting large-scale customer operations environments. • 3+ years of people leadership experience with a demonstrated track record of coaching, developing, and retaining high-performing teams. • Deep expertise in forecasting, capacity planning, scheduling, real-time management, and workforce analytics that drive measurable business outcomes. • Experience supporting complex operations with thousands of agents across multiple geographies, channels, and outsourced vendor partners. • Strong analytical skills and experience translating workforce data into actionable recommendations for operational and executive stakeholders. • Experience driving process improvements, operational efficiencies, and cross-functional initiatives that improve service delivery and business performance. • Passion for leveraging AI, automation, predictive analytics, and workforce technologies to modernize workforce management practices and improve decision-making. • Nice-to-have • Nice-to-have • Experience in fintech, financial services, technology, e-commerce, or other high-growth customer-centric organizations. • Experience with NICE, Verint, Calabrio, Genesys, or similar workforce management platforms. • Experience managing global and outsourced workforce operations. • Familiarity with AI-driven workforce planning tools, predictive analytics, and automation technologies. • Bachelor's degree or equivalent practical experience. • #LI-Remote #LI-EE1
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