Director, Critical Operations

Job Description

DescriptionAbout the RoleThe Critical Operations team is a key driver within Chime’s Operations and Member Experience organization. This team ensures our support operations run smoothly, efficiently, and resiliently — empowering our agents and leaders to deliver consistently excellent experiences to our members, even during moments of high complexity or disruption. The Director, Critical Operations will oversee three essential functions: Workforce Management, Complaints and Escalations, and Member Support Incident Command.

You will develop and lead a high-performing team responsible for optimizing operational capacity, ensuring regulatory compliance, and orchestrating rapid response during critical support events. You will work cross-functionally with Operations, Risk, Compliance, Product, and Technology partners to align resources, policies, and communication strategies that protect both member experience and business continuity. The base salary offered for this role and level of experience will begin at $193,860. 00 and up to $274,700.

00. Full-time employees are also eligible for a bonus, competitive equity package, and benefits.

The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience. In this role, you can expect to:Lead Workforce Management — develop and maintain workforce planning, forecasting, and real-time management strategies to ensure optimal coverage and responsiveness across all member support channels. Oversee Complaints & Escalations — manage processes and teams handling member complaints and executive escalations; ensure timely resolution, root cause analysis, and trend reporting to inform continuous improvement.

Direct Member Support Incident Command — serve as the operational command center leader during major member-impacting incidents, coordinating rapid triage, communication, and resolution efforts across functional partners. Build Operational Resilience — design playbooks, escalation paths, and command structures to maintain operational continuity under pressure. Partner Across Functions — collaborate with Product, Compliance, and Risk to ensure all escalations and incidents are handled with transparency, accuracy, and in line with regulatory requirements.

Drive Performance Insights — establish and maintain reporting on workforce efficiency, escalation trends, and incident response metrics to identify optimization opportunities and performance gaps. Develop and Mentor Talent — coach, inspire, and grow a diverse team of operational leaders, analysts, and response coordinators.

Promote a Culture of Readiness — lead post-incident reviews, scenario planning, and continuous improvement initiatives to enhance Chime’s overall operational maturity. To thrive in this role, you have:12+ years of experience in operations leadership roles within financial services, fintech, or large-scale customer support organizations. 8+ years managing cross-functional teams across workforce management, complaints handling, or incident response disciplines.

Proven experience leading operational incident command or similar crisis response frameworks. Strong analytical and systems-thinking skills to evaluate complex operational challenges and design scalable solutions. Excellent stakeholder management and communication skills; able to influence and align senior leaders during critical events.

Demonstrated ability to thrive in a fast-paced, high-growth environment that requires adaptability, composure, and data-driven decision-making. Familiarity with relevant tools and systems such as WFM platforms (e. g.

, Verint, NICE), CRM systems (e. g. , Zendesk), and incident management platforms (e.

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