Senior Incident Operations Manager
chimeBrooklyn (NY)
Senior Incident Operations Manager
Posted today
chimeBrooklyn (NY)
SENIORITY
Manager
About the role
Overview:
As an Incident Operations Manager on Chime's Incident Operations team, you will own end-to-end incident management, from declaration and coordination to remediation and post-incident reviews. You will collaborate across engineering, product, MX, Core Experience, Risk, Compliance, Legal, and Finance, guiding outcomes through influence. You will balance on-call coverage with defined improvement workstreams to continuously raise our readiness and resilience. You drive clear member communications and ensure timely, compliant updates while centering the impact on customers. Compensation / Benefits comprehensive health, financial, and wellbeing benefits generous vacation and paid days off wellness stipend parental leave (up to 22 weeks for birthing, 12 weeks for non-birthing) community donation time (1% of PTO) commuter benefits for eligible employees
Responsibilities:
Coordinate incidents end to end from declaration to resolution On-call rotation including after-hours coverage Lead incident bridges, determine severity, and drive mitigation decisions Draft member-facing communications across channels and secure approvals per severity timelines Define workstreams, DRIs, and exit criteria for remediation; coordinate with Data, Finance, Compliance, and Core Experience Produce leadership status reports, sitreps, and impact timelines for regulatory use Facilitate incident reviews, capture learnings, assign corrective actions with owners and due dates Identify risks and gaps proactively and propose solutions Own at least one program workstream (templates, runbooks, metrics) and ship improvements Cross-train and share knowledge on technical and member-impact aspects of incidents
Key requirements:
3+ years in incident management or similar operational role with live, customer-impacting incidents Strong member focus and ability to measure success by customer outcomes Proactive, solution-oriented approach with risk foresight Experience managing the customer side of incidents: writing customer communications and coordinating remediation Calm, structured decision-making under pressure; knowing when to escalate or seek help Technical fluency to follow engineers through investigations (observability, deployments, dependencies, distributed systems) Experience with incident and observability tools: PagerDuty, incident.io, Datadog, Slack-based incident tooling, Jira, Google Workspace Clear, concise writing for diverse audiences (members, SMEs, compliance, executives) Strong follow-through to close actions without chasing customer-centric mindset proactive problem solving calm under pressure observability concepts incident management workflows deploys and dependencies understanding
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