Lead, Strategy & Planning, Operations & Member Experience
About the role
Chime is building a world-class member service organization, and we believe member support should be built around 3 guiding principles:
- Frictionless product: Use member insights to mitigate member issues with a simple, transparent product
- Self-service: Provide self-service and automated capabilities to help members solve their own problems; create community for members to support each other
- Excellent support: When members do have to contact us, provide them with excellent service.
We are looking for our first hire to help us build a new Strategy & Planning team, in the Operations & Member Experience organization. This role is for a strategic leader who is member obsessed, consistently looks for ways to improve the member experience through the lens of organizational health, can work with leadership and cross-functionally to improve ways of working, is able to prioritize high-ROI initiatives, and is able to drive organizational change without authority.Â
In this role, you will help guide some of the most critical projects in Operations & Member Experience. You will be an excellent facilitator and help support strategic decision making in the organization through your critical thinking, strategic mindset, and data-driven approach. This role requires strong problem solving and analytical skills, excellent planning and prioritization habits, and the ability to articulate and present information to the team and its stakeholders at all levels of the business.
Whatever it is, you will work on what will move the needle most for Operations & Member Experience. If you like hard problems, are a planner and analytical, and like to collaborate, we want to hear from you!
This job cannot be performed in the state of Colorado.
In this role, you can expect to:
- Identify opportunities in our processes and operating model, drive strategic projects aimed at making improvements with organizational impact.
- Run organization-wide strategic operations (project managing, reporting, driving cross -functional initiatives, and OKRs) and work intimately with the organization’s leadership team to shape strategic priorities.
- Drive project and key stakeholder alignment on initiatives to ensure they are connected to the larger Operations & Member Experience objectives.
- Lead organization of leadership meetings, all hands, OKR strategic discussions, goal-setting processes, leadership offsites and team wellness programs by collaborating with management teams & xfn partners.
- Ensure projects are properly defined and scoped with charters that include well-written problem statements and quantifiable goals and baseline data; coordinate organizational groups to align on shared objectives and work toward a common purpose.
- Build executive ready materials and work cross-functionally with business partners.
- Champion and drives efforts across the team to improve effectiveness and contribute to making Operations & Member Experience a great place to work.
To thrive in this role, you have:
- A Bachelor's Degree, with 10 to 12 years of experience in a strategic, operations and/or consulting role.
- Sharp analytical and problem solving skills, sound business judgement, with a strong bias for action, can derive satisfaction and meaning by digging deep into the data, thinking from first principles, and delivering the best results.
- Track record of driving strategic insights in an operations environment as the facilitator and tying strategy work to specific business goals.
- Strong interpersonal and teamwork skills, capable of coordinating multiple projects simultaneously; are flexible and enjoy doing whatever it takes to execute on complex projects.
- Experience creating executive ready materials (decks, recommendations) and working closely with leadership.
- Critical thinking - the ability to understand strategic business drivers across disparate businesses will be essential.
- Team player - this is a highly collaborative role that will work with a range of senior leaders; proven track record of effectively interacting with senior management.
A little about us
We created Chime because we believe everyone deserves financial peace of mind. By eliminating unnecessary fees and helping people grow their savings automatically, we’ve empowered millions of Americans to take control of their finances.Â
Chime is the largest and fastest-growing U.S. player in the challenger-banking space. Through our banking partners, we offer access to bank accounts with fee-free overdraft, provide members the chance to receive early access to their paychecks, help them improve their credit, and more!
We've built one of the most experienced leadership teams in Fintech and were recently valued at over $14.5B. We've raised over $1B in funding from leading investors including DST, Coatue, Tiger Global, General Atlantic, Iconiq, Dragoneer, Menlo, Whale Rock, Access, Forerunner, Crosslink, Cathay, aCrew, and others.Â
What we offer
- đź’° Competitive salary based on experience
- ✨ 401k match plus the usual medical, dental, vision, life, and disability benefits
- 📝 Quarterly stipend to spruce up your home officeÂ
- 🏝 Generous vacation policy and company-wide Take Care of Yourself DaysÂ
- đź–ĄÂ Virtual events to connect with your fellow Chimers- think cooking classes, 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 create a completely new kind of banking service
We know that great work comes from great, and inclusive teams. At Chime, we specifically look for individuals of varying strengths, skills, backgrounds, and ideas. We believe this gives us a competitive advantage to better serve our members and helps us all grow as Chimers and individuals.
We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. Chime is proud to be an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance. If you have a disability or special need that requires accommodation, please let us know. To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice.Â
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