Chime

Manager, Member Relations – Executive and Regulatory

Chime

full-time

Posted on:

Origin:  • 🇺🇸 United States

Visit company website
✨ AI Apply
Apply

Salary

💰 $130,050 - $180,600 per year

Job Level

Mid-LevelSenior

Tech Stack

MavenSQLTableau

About the role

  • As the Operations Manager for the Executive & Regulatory Member Relations team, responsible for overseeing the day-to-day execution of complaint management processes, ensuring operational efficiency, service excellence, and regulatory compliance.
  • Lead a team of specialists, partner closely with cross-functional teams, and play a key role in performance monitoring and process improvement.
  • Provide daily operational oversight and guidance to complaint specialists, ensuring SLA adherence, process consistency, and high-quality member interactions.
  • Hire, coach, and develop top talent while fostering a culture of inclusion, feedback, and performance.
  • Partner with cross-functional teams (e.g., Legal, Compliance, Product, and Member Services) to resolve escalated issues and implement complaint-driven improvements.
  • Analyze complaints data to identify trends and drive root cause analysis, presenting actionable insights to senior leadership and relevant stakeholders.
  • Ensure accurate documentation and resolution of complaints in compliance with regulatory and internal standards.
  • Collaborate with analysts/program managers to identify opportunities to scale processes, reduce manual work, and implement automation or tooling enhancements.

Requirements

  • 5+ years of experience in complaints handling or compliance operations including at least 2 years in a people management role.
  • Demonstrated success in leading teams, managing performance, and building inclusive, high-trust environments.
  • Strong analytical and decision-making skills with an eye for operational metrics and trend analysis.
  • Excellent communication skills with the ability to represent the voice of the member and influence cross-functional decision-making.
  • Ability to balance tactical day-to-day work with longer-term strategic initiatives.
  • Knowledge and experience with consumer financial regulations such as: Fair Lending, UDAAP, FCRA, SCRA, Bankruptcies, and others.
  • Experience using case management systems such as Zendesk, JIRA, Saleforce, or similar tools .
  • Advanced Microsoft Office or G Suite skills; SQL experience and dashboarding experience using data visualization tools, e.g. Looker, Tableau, or Microsoft Power BI is preferred