Senior Manager, Learning & Training

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.

To thrive in this role, you have (requirements)

• 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.