Sr. Manager, Learning & Communications

About the role

Chime is building a world-class member service organization, and we believe member support should be built around 3 guiding principles:

1. Frictionless product: Use member insights to mitigate member issues with a simple,  transparent product
2. Self-service: Provide self-service and automated capabilities to help members solve their own problems; create community for members to support each other
3. Excellent support: When members do have to contact us, provide them with excellent service.

This position will lead a ~20-person team including managers, ICs, and contractors. Jointly, they own and oversee the instructional design, learning, and communication programs for Chime’s Operational Members Experience (OMX) organization. The role sits within the larger Content and Learning Operations team and serves multiple cross-functional customers, including Member Services, Risk, Compliance, Security, BPOs, and others. Your work will impact the day-to-day jobs of thousands of Chime employees and contractors, as well as millions of Chime members.

The base salary offered for this role and level of experience will begin at $146,610 and up to $207,700. 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

• Build and lead a team of managers, instructional designers, and program managers to oversee the functional strategy for Learning Design and Agent Communications. You’ll  drive operational rigor and help us adhere to Chime values, including Be Member Obsessed and Be Human. 
• Apply a data-focused approach to continually improve Chime’s learning and development programs, communications, and change management strategies.
• In partnership with senior cross-functional leaders, evaluate and build on existing design principles and modules that include classroom instruction, online learning, hands-on labs, peer-to-peer coaching, focus groups, instruction to senior leadership, and train-the-trainer sessions.
• Help elevate our Communications function further and strengthen our change management approach and strategies as Chime’s products and services evolve.
• Communicate progress, plans, and opportunities to senior management on learning & communications program impact and any needed resources or investments.
• Develop and strengthen Chime’s culture of Continuous Learning. This includes pursuing development activities and opportunities to obtain additional expertise and strengthen core skills, building and improving job-related knowledge and leadership skills, and seeking feedback from others.

To thrive in this role, you have 

• Minimum of ten years of training, development, or talent experience, including supervisory experience in corporate training design, delivery and assessment
• Minimum of five years of experience leading teams, demonstrated experience leading distributed teams preferred
• Experience delivering training in both a classroom setting and virtually/remotely
• Experience overseeing communications and change management roles and function
• Excellent performance and demonstrated operations/call center curriculum development
• Sound understanding of adult learning techniques, instructional design and delivery, blended learning methodologies and industry best practices
• Ability to provide feedback and demonstrate a variety of coaching methods
• Excellent interpersonal and presentation skills coupled with exceptional written and verbal communication 
• Ability to analyze and interpret data and leverage those insights into making critical decisions
• Ability to work with a flexible schedule in a fast paced, ever changing environment
• Ability to build strong relationships within all levels of an organization 
• Ability to travel to domestic and international call centers (~25% time) to monitor, evaluate and develop learning modules

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.

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 $25.5B. We’ve raised over