Director, CX Tools

About the roleThe new Director of CX Tools will lead the System Optimizations team. System Optimization’s team is a critical component of Operations and Member Experience. System Optimizations is accountable for the lifecycle management of our 3rd Party operational systems and tools. The systems and tools enable our Chime support agents to deliver efficient, delightful experiences for our Chime members. This team is focused on: ensuring successful new system implementations, creating optimal day to day system utilization, managing system maintenance and hygiene, and planning a scalable long-term system strategy.The Director, CX Tools, will be responsible for leading and developing a team through implementing and optimizing a suite of 3rd party systems and tools, that ultimately powers our Operations and Member Experience organization. (currently our operation is powered by Zendesk, Five9, and Twilio, but this role is subject to becoming a Subject Matter Expert in other tools as well). In this role you will coach, inspire, and develop your team of Systems Optimization professionals. Partner with stakeholders to ensure the team is effectively prioritizing and executing deliverables to achieve organizational goals and metrics. You’ll work directly with product and information technology leaders to ensure alignment on strategiesThe base salary offered for this role and level of experience will begin at $186,570 and up to $238,900. 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• Craft, secure alignment on, and execute a forward-looking technology roadmap to future proof our infrastructure• Apply your outsourced contact center system expertise, ensuring meticulous configurations that support both day-to-day operations and strategic demands for effective scaling• Partner with Operations and Member Experience to translate customer service policies, procedures, and business requirements, for a rapidly growing line of business, into effective, scalable system configurations while ensuring privacy and security of members and their data• Meticulously implement systems and tools in alignment with the long-term agent tooling strategy with a focus on scalability, nimbleness, and efficiency, minimal interruption to Operations & Member Experience and appropriate communication and transparency to impacted stakeholders• Effectively juggle multiple priorities and is able to create a sense of urgency and get buy-in in a fast-faced, dynamic environment• Partner with IT and engineering teams to implement and troubleshoot new applications and systems• Develop reporting for critical systems and processes and for health of our tech stackTo thrive in this role, you have• 12+ years of intensive experience launching and maintaining contact center systems and tools for large organizations• 10+ years of cross-functional team management and leadership experience in system administration or similar roles• Ability to work as well with cross functional teams internally and externally• Ability to think critically about complex settings and team needs and build systems and workflows with the ability to scale• Excellent communication and presentation skills; a track record of successfully engaging internal and external stakeholders• Experience (and enjoyment) working with high growth teams and products that:• Pose lots of energy• Embrace moving quickly• Fail fast (and forward) and iterate• Accept some ambiguity and change• Deep technical acumen including a general understanding of development languages, APIs, and large data sets to inform decisionsA little about usAt Chime, we believe that everyone can achieve financial progress. We’re passionate about developing solutions and services to empower people to succeed. Every day, we start with empathy for our members and stay motivated by our desire to support them in ways that make a meaningful difference.We created Chime—a financial technology company, not a bank*-- founded on the premise that basic banking services should be helpful, transparent, and fair. Chime helps unlock the access and ability our members need to overcome the systemic barriers that block them from moving forward. By providing members with access to liquidity, rewards, and credit building, our easy-to-use tools and intuitive platforms give members the ability to have more control over their money and to take action toward achieving their financial ambitions.So far, we’re well-loved by our members and proud to have helped millions of people unlock financial progress, whether they started a savings account, bought their first car or home, opened a business, or went to college. Every day, we’re inspired by our members’ dreams and successes, big and small.We’re uniting everyday people to unlock their financial progress—will you join us?• Chime partners with The Bancorp Bank and Stride Bank, N.A., Members FDIC, that power the bank accounts used by Chime Members.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 UrbanSitter and Kinside for backup child, elder and/or pet care, as well as a subsidized commuter benefit• 💰 Competitive salary based on experience• ✨ 401k match plus great medical, dental, vision, life, and disability benefits• 🏝 Generous vacation policy and company-wide Take Care of Yourself Days• 1% of your time off to support local community organizations of your choice• 🧠 Mental health support with therapy and coaching through Modern Health• 👶 16 weeks of paid parental leave for all parents and an additional 6-8 weeks for birthing parents• 👪 Access to Maven, a family planning tool, with up to $10k in reimbursement for egg freezing, fertility treatments, adoption, and more.• 🎉 In-person and virtual events to connect with your fellow Chimers—think cooking classes, guided meditations, 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 millions unlock financial progressWe know that great work can’t be done without a diverse team and inclusive environment. That’s why we specifically look for individuals of varying strengths, skills, backgrounds, and ideas to join our team. 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, Cook County Ordinance, and consistent with Canadian provincial and federal laws. 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.#LI-EI1 #LI-Remote