Description
About the Role
We are hiring an Operations Manager who will be a pivotal member of our growing team. You will be responsible for executing various aspects of user operations, primarily focusing on customer support and redemption fulfillment. This role may require some out-of-hour support.
You come to work with a purpose, understand urgency, and take pride in being customer service-driven. You love being part of a team where customers count on you daily, and you challenge and support your colleagues to innovate, learn, and deliver the best service possible.
Join us and be part of a dynamic team committed to delivering exceptional customer experiences and driving operational excellence.
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The base salary offered for this role and level of experience will begin at $86,000 and up to $107,000 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.
This job requires five days a week in the New York Chime Enterprise office.
In this role you can expect to
- Fulfillment and Redemptions: Oversee the day-to-day activities related to user redemptions, track fulfillment through internal systems and with our redemption partners, and optimize the redemption lifecycle to eliminate issues and enhance the customer experience. Additionally, support the curation of redemptions for one-off experiences.
- Customer Support: Handle and manage customer service inquiries, addressing them effectively and promptly. Ensure that service-level agreements (SLAs) are met with our partners, and provide product-related feedback to internal teams for continuous improvement.
- Data Management: Manipulate and analyze data from HubSpot and other platforms, create dashboards, and present data in a clear and actionable manner. Ensure that reporting is accurate and accessible for decision-making processes.
- E-commerce Operations: Manage inventory and fulfillment processes, work across vendors, track various supply chain points, and ensure smooth operations and stakeholder satisfaction. Coordinate with APIs/SFTPs to maintain efficient data flow and system integration.
To thrive in this role, you have
- Proven experience in HubSpot, customer service software, fulfillment, or redemptions, ideally with 1-3 years in a relevant operations and support role.
- Ability to assess and interpret data, making data-driven decisions to enhance operational efficiency. Experience in creating and managing internal and external reporting dashboards from various data sources.
- Excellent written and verbal communication skills to interact with internal teams and external partners.
- Strong customer service skills, including telephone etiquette and a professional demeanor.
- Demonstrates the ability to work independently and follow through on projects and tasks.
- Careful attention to detail, with an aptitude for working quickly and accurately.
- Experience in e-commerce, particularly with inventory management, fulfillment partners, and managing supply chain points to meet stakeholder expectations and SLAs.
- Legally authorized to work full-time in the United States and will not require visa sponsorship now or in the future.
- Strong problem-solving skills and the ability to manage multiple priorities in a fast-paced environment.
- A proactive approach to identifying and addressing operational inefficiencies.
- Ability to create and manage comprehensive reporting dashboards from various data sources.
- Experience with e-commerce inventory management, working with APIs/SFTPs, and coordinating across multiple vendors.
A little about us
Chime Enterprise stands at the forefront of employee performance transformation, leveraging rigorous behavioral science insights and advanced technology. Our mission is clear: to empower employers with proven strategies that drive engagement, productivity, and organizational success.
We understand that every workplace is unique, which is why our solutions are meticulously tested and tailored to meet diverse business needs. By integrating seamlessly into existing frameworks, Chime Enterprise equips companies to cultivate a culture of continuous improvement and achievement.
Join us in revolutionizing the future of work. Together, we'll unlock the full potential of your workforce and set new standards for employee empowerment and organizational excellence.
What we offer
- 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.
- A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help millions unlock financial progress
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.
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.
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