Senior Operations Manager, Partner Management
Core
Lead the health, evolution, and strategic value of a member operations ecosystem at Chime's onshore customer operations center, acting as an operator, strategist, and influencer to translate frontline signals into company decisions.
Role type
Senior Operations Manager, Partner Management
Builds
Onshore BPO partner operations and member experience outcomes
Domain
Financial Services / Customer Operations / BPO Management
Required skills
Partner/Vendor Management, On-site Customer Experience Operations, Performance Governance, Cross-functional Initiative Leadership, Process Redesign, Data-driven Decision Making, Executive Communication, Cultural Leadership, Risk Assessment, Automation Strategy
Preferred skills
AI Agent integration, Financial services experience, Change management
Technologies
Claude, ChatGPT, Excel, Google Sheets/Slides, Looker, Jira
Responsibilities
Own performance governance for assigned Partner/BPO operations including SLAs, quality, and productivity; Lead partner performance reviews with metrics and action plans; Drive accountability with external partners on corrective actions; Challenge existing processes and staffing models to improve member experience; Identify automation and AI opportunities within the partner operation; Translate operational trends into executive-ready recommendations; Establish and sustain Chime culture within the BPO partner location.
Seniority
Senior, hands-on IC