Senior Manager, Global Workforce Management

Location: Remote
Base Salary: $170,000.00 - $235,000.00 USD (may be higher based on location, skills, qualifications, and experience)

About Chime

At Chime, we believe 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. We're a team of problem solvers, dreamers, and builders with one shared obsession: our members.

*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.

About the Role

We're hiring a Senior Manager, Global Workforce Management to scale and optimize workforce planning across our global Customer Operations organization. This role is central to ensuring we have the right people in the right place at the right time to deliver exceptional member experiences. You will lead a team responsible for forecasting, capacity planning, scheduling, and workforce optimization for an operation supporting over 4,000 agents globally. You'll partner closely with Operations, Finance, Vendor Management, Analytics, and Technology teams to enhance operational performance and shape the future of workforce management through AI, automation, and innovation.

In this role, you can expect to:

• Lead forecasting, capacity planning, scheduling, and workforce optimization for a large-scale global customer operations organization.
• Develop staffing plans aligning member demand, service level objectives, employee experience, and financial goals.
• Partner with Operations, Finance, Vendor Management, and Analytics teams to ensure workforce strategies support business priorities.
• Monitor workforce performance, identify risks and opportunities, and recommend staffing adjustments.
• Establish and enhance processes for forecast accuracy, staffing efficiency, and schedule effectiveness.
• Champion AI, automation, and emerging workforce technologies to improve scalability and decision-making.
• Manage, coach, and develop a high-performing workforce management team, fostering a culture of accountability and inclusion.

To thrive in this role, you have:

• 7+ years of workforce management experience in large-scale customer operations.
• 3+ years of people leadership experience with a proven track record of coaching and developing teams.
• Deep expertise in forecasting, capacity planning, scheduling, real-time management, and workforce analytics.
• Experience supporting complex operations with thousands of agents across multiple geographies, channels, and vendor partners.
• Strong analytical skills to translate workforce data into actionable recommendations.
• Experience driving process improvements and cross-functional initiatives.
• Passion for leveraging AI, automation, and workforce technologies.

Nice-to-have:

• Experience in fintech, financial services, technology, e-commerce, or high-growth customer-centric organizations.
• Experience with NICE, Verint, Calabrio, Genesys, or similar workforce management platforms.
• Experience managing global and outsourced workforce operations.
• Familiarity with AI-driven workforce planning tools.
• Bachelor's degree or equivalent practical experience.

What we offer for our full-time, regular employees:

• Hybrid work model with in-office days and remote flexibility.
• In-office perks including backup care and subsidized commuter benefits.
• Competitive salary and bonus potential.
• 401k match and comprehensive medical, dental, vision, life, and disability benefits.
• Generous vacation policy and company-wide paid days off.
• Paid time off for community volunteering.
• Annual wellness stipend.
• Generous paid parental leave.
• Access to Maven family planning tool.
• Engaging in-person and virtual team events.
• A challenging and fulfilling opportunity in FinTech.

Chime is proud to be an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, genetic information, veteran status, or any other legally protected basis. We will also consider qualified applicants with criminal histories in accordance with applicable laws. If you require accommodation during the application process, please contact benefits@chime.com.

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