Manager, AI Operations & Evaluation

About the Role

AI Operations (AIOPS) defines how AI is governed evaluated and continuously improved across OMX. We ensure every model in Operations is accurate fair and aligned with Chimes standards for operational excellence and member trust.

As Manager AI Evaluation & Insights youll lead the team responsible for operationalizing and executing AI evaluation standards across OMX. Youll run human and automated evaluation systems manage model health monitoring and apply testing and simulation frameworks that detect hallucinations bias or drift before they impact members or agents.

Youll manage a team of TPMs and evaluation specialists who measure AI performance across risk compliance agent experience and bot experience domains. Youll ensure AI deployments meet the standards set by the AI Governance pillar and deliver measurable value to Operations.

The base salary offered for this role and level of experience will begin at $150000.00 and up to $208000.00. 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 Will

• Lead the AI Evaluation team owning staffing coaching performance management and delivery of evaluation and testing frameworks.
• Manage the AI evaluation lifecycle including pre-launch testing simulation and post-deployment health monitoring ensuring alignment with governance standards and expectations.
• Create domain-specific evaluation tracks (e.g. Compliance & Risk Bot Experience Agent Experience) to assess AI quality from multiple perspectives.
• Operationalize human-in-the-loop testing integrating reviewer feedback into continuous improvement loops.
• Oversee simulation environments (3rd-party tools) for stress-testing LLMs and identifying hallucinations or performance regressions.
• Partner closely with AI Platform & Governance to implement evaluation metrics reporting and health signals in alignment with Responsible AI principles.
• Develop dashboards and reporting frameworks to track evaluation coverage accuracy and confidence scores across models.
• Collaborate with Enablement Speech Analytics and Data Operations to ensure AI evaluation results inform retraining policy and member impact analysis.
• Coach and develop TPMs to become domain experts in responsible AI measurement. Foster a high-performing collaborative team culture ensuring career development and continuous skill enhancement for all team members.

To Thrive in This Role You Have

• 7 years in AI/ML operations quality or evaluation with at least 2 years of people leadership experience.
• Deep understanding of LLM behavior prompt testing and evaluation methodologies.
• Familiarity with human-in-the-loop frameworks and prompt testing tools.
• Strong program management and stakeholder communication skills.
• Technical proficiency in SQL Python (preferred) or data visualization platforms (Looker Snowflake).
• Experience collaborating with Engineering Data Science and Risk/Compliance partners on AI-related initiatives.
• A passion for operational excellence and responsible innovation.

Why This Role Matters

This role creates the execution layer between AI experimentation and operational reality ensuring governance standards are consistently applied and AI systems are safe fair and high-performing in production. Youll lead the teams that deliver the evaluation signals Operations relies on to trust every AI model deployed.

#LI-EI1 #LI-Remote

A little about us

At Chime we believe that everyone can achieve financial progress. We created Chimea 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 its starting a savings account purchasing a first car or home launching a business or pursuing higher education were proud to have helped millions unlock their financial potential.

Were 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 owners 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 peoples trustso we hold ourselves to the highest standards of integrity in everything we do. These arent just words on a wallour 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 dontwho 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 youre coming in regularly or are part of our fully remote program youll 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 Chimersthink 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 cant be done without a diverse team and inclusive environment. Thats 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: .

To learn more about how Chime collects and uses your personal information during the application process please see theChime Applicant Privacy Notice.