Full-Time Director, Systems Optimization

About the role The 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 Optimization, will be responsible for leading and developing a team through implementing and optimizing a suite of 3rd party systems and tools, ultimately powering 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.

Salary: The base salary offered for this role and level of experience will begin at $168,570 and up to $238,900. 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.

Responsibilities include:

• 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 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, focusing on scalability, nimbleness, and efficiency, with 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 the health of our tech stack

Qualifications:

• 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

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