Senior Manager, Global Workforce Management at Chime

About the Role

Chime is seeking a Senior Manager, Global Workforce Management to scale and optimize workforce planning across its global Customer Operations organization. This role is central to ensuring the right people are 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.

In this Role, You Can Expect To

• Lead forecasting, capacity planning, scheduling, and workforce optimization for a global customer operations organization supporting over 4,000 agents.
• Develop staffing plans that align 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 and growth.
• Monitor workforce performance, identify risks and opportunities, and recommend staffing adjustments to improve operational outcomes.
• Establish and enhance processes for forecast accuracy, staffing efficiency, schedule effectiveness, and workforce performance.
• Champion AI, automation, and emerging workforce technologies to improve scalability, forecasting precision, and operational decision-making.
• Manage, coach, and develop a high-performing workforce management team, fostering a culture of accountability, collaboration, inclusion, and continuous improvement.

To Thrive in This Role, You Have

• 7+ years of workforce management experience supporting large-scale customer operations environments.
• 3+ years of people leadership experience with a demonstrated track record of coaching, developing, and retaining high-performing teams.
• Deep expertise in forecasting, capacity planning, scheduling, real-time management, and workforce analytics that drive measurable business outcomes.
• Experience supporting complex operations with thousands of agents across multiple geographies, channels, and outsourced vendor partners.
• Strong analytical skills and experience translating workforce data into actionable recommendations for operational and executive stakeholders.
• Experience driving process improvements, operational efficiencies, and cross-functional initiatives.
• Passion for leveraging AI, automation, predictive analytics, and workforce technologies to modernize workforce management practices.

Nice-to-Have

• Experience in fintech, financial services, technology, e-commerce, or other 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, predictive analytics, and automation technologies.
• Bachelor’s degree or equivalent practical experience.

Compensation

The base salary offered for this role and level of experience will begin at $170,000.00 and up to $235,000.00. 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.

A Little About Us

Chime is a financial technology company dedicated to helping everyone achieve financial progress. We offer user-friendly tools and intuitive platforms that empower members to take control of their finances. We are a team of problem solvers, dreamers, and builders united by our obsession with our members. Our culture is entrepreneurial, emphasizing bold ideas, risk-taking, collaboration, and a commitment to integrity. We are an Equal Opportunity Employer.