Chime is building a world-class Member Services organization — one that provides frictionless, human-centered support at scale. As the Sr. Manager, Learning & Training, you will lead the development and execution of Chime’s learning strategy for Member Services, ensuring our agents and partners are empowered with the knowledge, tools, and resources to deliver exceptional service.
You’ll oversee a team of instructional designers and program managers responsible for developing learning curriculum, training strategy, and training delivery for our customer service agents. This role requires an operationally-minded leader who is data-driven, passionate about learning, and experienced in managing external vendors to deliver training programs with a focus on measurable outcomes and accountability.
You will partner cross-functionally with stakeholders in Operations, Quality, Member Experience, Compliance, and Product to ensure learning initiatives align with Chime’s business goals and uphold our member-obsessed culture.
The base salary offered for this role and level of experience will begin at $168,570.00 and up to $238,900.00. 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.
In this role, you can expect to (responsibilities)- Lead and Inspire: Build, mentor, and empower a high-performing team of L&D professionals focused on operational excellence and continuous improvement.
- Drive Learning Strategy: Develop and execute a scalable, data-driven learning framework that supports customer service agents and our global BPO partners.
- Operational Rigor & Governance: Establish governance models, documentation standards, and performance reporting to ensure training consistency, compliance, and accountability across all delivery channels.
- BPO Vendor Oversight: Partner with and hold external BPO vendors accountable for training quality, certification success rates, and performance outcomes. Monitor program adherence and implement corrective actions as needed.
- Measure What Matters: Use quantitative and qualitative data to assess training effectiveness, identify skill gaps, and inform decision-making that improves agent readiness and member experience.
- Strengthen change management frameworks that enable smooth adoption across global teams.
- Cross-Functional Collaboration: Work with senior leaders in Operations, Product, and Compliance to ensure alignment between business objectives and learning initiatives.
- Champion Continuous Learning: Foster a culture of curiosity, upskilling, and willingness to navigate the future leaning into AI and experimentation.
- 8+ years of experience in learning, training, talent development, including at least 5 years leading teams in a high-growth, service-oriented organization.
- Proven experience managing BPO vendor relationships, including developing performance metrics, governance frameworks, and accountability mechanisms for training delivery.
- Deep expertise in instructional design, adult learning theory, and blended learning methodologies (virtual, classroom, and hands-on formats).
- Strong operational and analytical skills — comfortable leveraging data to evaluate program effectiveness, forecast needs, and drive business decisions.
- Experience leading communications and change management programs in dynamic, fast-paced environments.
- Excellent interpersonal and presentation skills, with the ability to influence at all levels of the organization.
- Ability to thrive in an evolving environment, balancing strategic vision with tactical execution.
- Willingness to travel (up to ~25%) to domestic and international call centers.
#LI-MM1 #LI-Remote
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 for our full-time, regular employees- 🏢 Our in-office work policy is designed to keep you connected - with four days a week in the office and Fridays from home for those near one of our offices, plus team and company-wide events depending on location. Whether you’re coming in regularly or are part of our fully remote program, you’ll stay engaged with your work and teammates.**
- 💻 In-office perks including backup child, elder, and/or pet care, plus a subsidized commuter benefit to support your regular commute**
- 💰 Competitive salary based on experience**
- ✨ 401k match** plus great medical, dental, vision, life, and disability benefits
- 🏝 Generous vacation policy and company-wide Chime Days, bonus company-wide paid days off**
- 🫂 1% of your time off to support local community organizations of your choice
- 👟 Annual wellness stipend to use towards eligible wellness related expenses
- 👶 Up to 24 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents
- 👪 Access to Maven, a family planning tool, with $15k lifetime 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 progress**
**Perks also available to Chime Interns.
We 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.
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 under provincial, federal, state, and local laws, regulations, or ordinances. We will also consider qualified applicants with criminal histories in a manner consistent with the requirements of state and local laws, including the San Francisco Fair Chance Ordinance, Cook County Ordinance, NYC Fair Chance Act, and the LA City Fair Chance Ordinance, and consistent with Canadian provincial and federal laws. If you have a disability or special need that requires accommodation during any stage of the application process, please contact: [email protected].
To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice.
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