other
Posted 4 days agoSenior CX Partner Manager
at Chime
United StatesRemote
Responsibilities
- Own performance governance for assigned Partner/BPO operations, 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.
- Drive accountability with external partners by identifying performance gaps, aligning on corrective actions, and ensuring sustained follow-through.
- Lead complex, cross-functional initiatives that improve member and service experience, from problem definition and stakeholder alignment through execution, change management, and post-launch measurement.
- Develop concise, executive-ready updates that connect frontline performance, member impact, risks, tradeoffs, and recommended next steps. To thrive in this role, you have 5+ years of
Requirements
- experience in Customer Experience, Partner/Vendor Management, BPO operations, or a related operational leadership role. Professional
- experience directly related to BPO partner management, 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.
- 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.
- Proficiency with tools such as 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. #LI-Remote #LI-EI1 A little about us
Benefits
- The base salary offered for this role and level of
- experience will begin at $130,000.00 and up to $180,000.00.
- 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-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.
Contact
- If you have a disability or special need that requires accommodation during any stage of the application process, please contact: benefits@chime.com .
Additional details
- We are hiring a Senior Partner Manager to help strengthen and scale partner-delivered operations across our global support ecosystem on the Partner Strategy and Operations team.
- As our Senior Partner Manager, you will own performance governance for assigned BPO partners, helping ensure partners deliver consistent, high-quality, efficient member experiences.
- You will use data to diagnose performance trends, identify root causes, and drive clear action plans with internal teams and external partner leaders.
- You will play a hands-on role in partner governance, business reviews, escalation management, and operational initiatives that improve frontline execution and member outcomes.
- Translate operational performance trends into root-cause insights, risk assessments, and data-backed recommendations.
- Partner closely with Disputes Experience, Complaints, Risk, Workforce Management, Quality, Compliance, Product, Finance, Procurement, and Operations Strategy to remove blockers and improve frontline execution.
- Strong analytical skills, with the ability to use data to identify trends, diagnose root causes, assess risks, and build clear, actionable recommendations. •
- Sound business judgment, high ownership, comfort operating autonomously in ambiguity, and willingness to travel domestically and internationally approximately 25% of the time.
- 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.