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 Chime’s standards for operational excellence and member trust. As Manager, AI Evaluation & Insights, you’ll lead the team responsible for operationalizing and executing AI evaluation standards across OMX. You’ll 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. You’ll manage a team of TPM’s and evaluation specialists who measure AI performance across risk, compliance, agent experience, and bot experience domains. You’ll 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 $150,000.00 and up to $208,000.00. 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 TPM’s 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. You’ll 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 Chime—a 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 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 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 you’re coming in regularly or are part of our fully remote program, you’ll 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 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** **Perks also available to Chime Interns. 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. 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: benefits@chime.com. To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice.