Senior Manager, Complaints

About the Role
As Chime’s complaints program evolves to support scale, regulatory rigor, and member trust, we’re seeking a Senior Manager to lead our Executive Member Relations (EMR) function. In this role, you’ll own the strategy, operations, and outcomes of our internal complaints program, managing a team of specialists and team leads. You’ll play a critical role in shaping the program’s future, driving efficiency, quality, and compliance while collaborating cross-functionally with Legal, Compliance, Bank Partners, BPO vendors, and more.

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

• Develop and articulate a long-term vision for what best-in-class complaints handling looks like at Chime—balancing regulatory rigor, member trust, and operational scale
• Translate that vision into actionable short- and mid-term roadmaps, leading the team through iterative improvements in quality, tooling, process, and structure to steadily close the gap between current state and future state
• Oversee quality control programs, team-wide feedback loops, and cross-training adoption
  Serve as the escalation point for complex complaints or investigations
• Partner with Analytics, Tooling, and Process teams to scale operational infrastructure
• Work closely with Legal, Compliance, and partner banks to ensure response accuracy and risk mitigation
• Ensure accurate tracking and handling of complaints in regulatory and non-regulatory systems
• Champion a culture of feedback, ownership, and operational excellence

To thrive in this role, you have 

• 5–7+ years of experience in complaints management, risk, compliance, or operations (preferably in fintech, banking, or regulated industries)
• Experience managing high-performing teams, including people leaders, program managers, and analysts
• Strong project management and communication skills, including stakeholder alignment across Legal, Compliance, and CX
• Familiarity with BPO operations, quality assurance, and process documentation
  Experience using tools like Zendesk, Looker, G Suite; SQL a plus
  Ability to create clarity, structure, and action in ambiguous environments

A little about us

At Chime, we believe that everyone can achieve financial progress. We created Chime—a financial technology company, not a bank*— on the premise that core banking services should be helpful, easy, and free. Through our user-friendly tools and intuitive platforms, we empower our members to take control of their finances and work towards their goals. Whether it's starting a savings account, purchasing a first car or home, launching a business, or pursuing higher education, we're proud to have helped millions unlock their financial potential.

We're a team of problem solvers, dreamers, and builders with one shared obsession: our members. From day one, Chimers have worked tirelessly to out-hustle and out-execute competitors to bring our mission to life. Their grit and determination inspire us to work harder every day to deliver the very best experience possible. We each bring an owner's mindset to our work, refusing to be outdone and holding ourselves accountable to meet and exceed the highest bars for our teams, our company, and our members.

We believe in being bold, dreaming big, and taking risks, while also working together, embracing our diverse perspectives, and giving each other honest feedback. Our culture remains deeply entrepreneurial, encouraging every Chimer to see themselves as stewards of our mission to help everyday Americans unlock their financial progress. 

We know that to achieve our mission, we must earn and keep people's trust—so we hold ourselves to the highest standards of integrity in everything we do. These aren't just words on a wall—our values are embedded in every aspect of our business, serving as a north star that guides us as we work to help millions achieve their financial potential.

Because if we don't—who will?

*Chime is a financial technology company, not a bank. Banking services provided by The Bancorp Bank, N.A. or Stride Bank, N.A., Members FDIC.

What we offer

• 🏢 A thoughtful hybrid work policy that combines in-office days and trips to team and company-wide events depending on location to ensure you stay connected to your work and teammates, whether you’re local to one of our offices or remote
• 💻 Hybrid work perks like backup child, elder and/or pet care, as well as