Director, Systems Optimization

Company: Menlo Ventures
Location: Chicago
Posted on: April 1, 2025

Job Description:

About the roleThe Systems Optimization team is a critical component of Operations and Member Experience. Systems Optimization 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, Systems Optimizations, 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 strategies.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 create a sense of urgency and get buy-in in a fast-paced, 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 stack.To 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 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 decisions.A little about usAt Chime, we believe that everyone can achieve financial progress. We created Chime-a financial technology company, not a bank*-on the premise that basic banking services should be helpful, transparent, 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
      • 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 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 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.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 #LI-EI1 #LI-Hybrid
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Keywords: Menlo Ventures, Chicago , Director, Systems Optimization, Executive , Chicago, Illinois