Manager, AI Operations & Evaluation

Chime Financial, Inc•San Francisco, CA

5h•$150,000 - $208,000•Hybrid

About The Position

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.

Requirements

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.

Responsibilities

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.

Benefits

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