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Senior Partner Manager

3 months, 1 week ago
United States
Full-time
Senior
Partnerships Manager
Sales and Business Development
JIRA Looker
Apply Now
Chime

Chime

Chime is a financial technology company that offers banking services with no monthly fees, fee-free overdraft, and credit-building opportunities. They partner with regional banks to provide innovative and inclusive financial products, aiming to make fi...

Banks
1K-5K
Founded 2012
$2300M raised
View All Jobs 7

Description

  • Own performance governance for assigned BPO partners, including SLAs, quality, productivity, staffing adherence, operational efficiency, and member experience outcomes.
  • Lead daily, weekly, and monthly partner performance reviews with clear metrics, action plans, owners, timelines, and expected business impact.
  • Translate operational trends into root-cause insights, risk assessments, and data-backed recommendations.
  • Drive accountability with external partners by identifying performance gaps, aligning on corrective actions, and ensuring follow-through.
  • Lead cross-functional initiatives that improve member and service experience from problem definition through execution, change management, and post-launch measurement.
  • Partner with teams across Disputes Experience, Complaints, Risk, Workforce Management, Quality, Compliance, Product, Finance, Procurement, and Operations Strategy to remove blockers and improve frontline execution.
  • Develop concise executive-ready updates that summarize frontline performance, member impact, risks, tradeoffs, and next steps.

Requirements

  • 5+ years of experience in Customer Experience, Partner/Vendor Management, BPO operations, or a related operational leadership role.
  • Direct experience managing BPO partners, ideally within financial services or another highly regulated environment.
  • Proven ability to own partner performance across SLAs, quality, productivity, staffing, operational efficiency, and member experience outcomes.
  • Strong analytical skills with the ability to use data to identify trends, diagnose root causes, assess risks, and build actionable recommendations.
  • Experience leading complex cross-functional initiatives from problem definition through execution, change management, and measurement of impact.
  • Strong influence, relationship-building, and communication skills, including the ability to drive alignment and accountability without direct authority.
  • Sound business judgment, high ownership, comfort operating autonomously in ambiguity, and willingness to travel domestically and internationally approximately 25% of the time.
  • Proficiency with Excel, Google Sheets, Looker, Google Slides, Jira, or similar reporting, presentation, and project-management tools.
  • Experience in Complaints, Disputes, Escalations, Social Media support, Risk, or other specialized servicing environments is highly desired.

Benefits

  • Base salary starting at $130,000 and up to $180,000, depending on location, skills, qualifications, and experience.
  • Eligible for a bonus and competitive equity package.
  • 401(k) match plus medical, dental, vision, life, and disability benefits.
  • Generous vacation policy plus company-wide Chime Days and other paid days off.
  • Flexible work arrangement with four days in the office and Fridays from home for those near an office, plus a fully remote program for some employees.
  • In-office perks including backup child, elder, and pet care, plus a subsidized commuter benefit.
  • Annual wellness stipend for eligible wellness-related expenses.
  • Up to 24 weeks of paid parental leave for birthing parents and 12 weeks for non-birthing parents, plus family planning support and $15k lifetime reimbursement for fertility, adoption, and related services.

Interested in this position?

Apply directly on the company website

Apply Now

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