Senior Manager
Chime · USA
Job Description
Senior Manager, Global Workforce Management
Company: Chime Location: Remote (USA) Contract: Permanent Salary: $170,000.00 - $235,000.00 per year
About the Role
Chime is seeking a Senior Manager, Global Workforce Management to join our Customer Operations organization. This role is crucial for scaling and optimizing workforce planning globally, ensuring we have the right talent in place to deliver exceptional member experiences. You will lead a team responsible for forecasting, capacity planning, scheduling, and workforce optimization for an operation supporting over 4,000 agents worldwide. You will collaborate with Operations, Finance, Vendor Management, Analytics, and Technology teams to enhance operational performance and drive innovation in workforce management through AI and automation.
The base salary for this position ranges from $170,000.00 to $235,000.00, with the potential for a bonus, competitive equity package, and comprehensive benefits. The final salary will be determined based on your location, skills, qualifications, and experience.
Key Responsibilities
- Lead forecasting, capacity planning, scheduling, and workforce optimization for a large-scale global customer operations team of over 4,000 agents.
- Develop staffing plans that balance member demand, service level objectives, employee experience, and financial targets.
- Partner with Operations, Finance, Vendor Management, and Analytics to align workforce strategies with business priorities and long-term growth.
- Monitor workforce performance, identify risks and opportunities, and recommend staffing adjustments to improve operational outcomes.
- Establish and refine processes to enhance forecast accuracy, staffing efficiency, schedule effectiveness, and overall workforce performance.
- Champion the adoption of 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, fostering a culture of accountability, collaboration, inclusion, and continuous improvement.
Requirements
- A minimum of 7 years of experience in workforce management within large-scale customer operations environments.
- At least 3 years of people leadership experience, with a proven ability to coach, develop, and retain high-performing teams.
- Deep expertise in forecasting, capacity planning, scheduling, real-time management, and workforce analytics that yield measurable business results.
- Experience supporting complex operations with thousands of agents across multiple geographies, channels, and outsourced vendor partners.
- Strong analytical skills with the ability to translate workforce data into actionable recommendations for operational and executive stakeholders.
- Demonstrated experience driving process improvements, operational efficiencies, and cross-functional initiatives to enhance service delivery and business performance.
- A passion for leveraging AI, automation, predictive analytics, and workforce technologies to modernize workforce management practices.
Nice-to-Have Skills
- Experience in fintech, financial services, technology, e-commerce, or other high-growth customer-centric organizations.
- Familiarity with workforce management platforms such as NICE, Verint, Calabrio, or Genesys.
- Experience managing global and outsourced workforce operations.
- Knowledge of AI-driven workforce planning tools and automation technologies.
- Bachelor's degree or equivalent practical experience.
About Chime
Chime is a financial technology company dedicated to helping everyone achieve financial progress. We offer user-friendly tools and intuitive platforms designed to empower our members to manage their finances effectively and reach their goals. We are a team of problem solvers and builders united by a shared commitment to our members. Our culture is entrepreneurial, encouraging bold ideas, collaboration, and accountability. We operate with integrity and strive to create a diverse and inclusive environment where everyone can thrive.
What We Offer
- Competitive salary and bonus potential.
- Competitive equity package.
- Comprehensive benefits package including medical, dental, vision, life, and disability insurance.
- 401k match.
- Generous vacation policy and company-wide paid days off.
- Annual wellness stipend.
- Paid parental leave.
- Access to family planning tools and resources.
- Opportunities for professional development and growth within a leading FinTech company.
- A challenging and fulfilling opportunity to make a significant impact on millions of lives.
✨ This description was enhanced by AI based on the original listing.