Senior Partner Manager

About the role

We are hiring a Senior Partner Manager on the Partner Strategy and Operations team to help strengthen partner-delivered operations across our global support ecosystem. Our partners deliver much of what members experience when they need help, so this role goes beyond managing vendors: you will own the health, evolution, and strategic value of the member operations ecosystem, governing performance, challenging constraints, and translating frontline insights into organizational decisions.

To be effective, you will be one part Operator, running complex outsourced member operations with rigor; one part Strategist, treating today's operating model as a choice, not a given, and redesigning it to be meaningfully better; and one part Influencer, turning what the frontline sees into decisions the company makes. You will bring a point of view, not just a status update, to leaders across Chime.

The base salary offered for this role and level of experience will begin at $130,000 and up to $180,000. 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 can expect to

Run the business (Operator)

• 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, managing escalations, and ensuring sustained follow-through.

Improve the business (Strategist)

• Challenge the current operating model by asking how it could be 50% better, and identify opportunities across process redesign, automation and AI integration, channel optimization, and workforce and site strategy.
• Lead complex, cross-functional initiatives from problem definition and stakeholder alignment through execution, change management, and post-launch measurement, with clear business cases that weigh cost, risk, and member impact.
• Evaluate how AI and automation perform within partner operations, spotting failures in machine-led interactions and evolving oversight as the remaining human work becomes more complex.
• Develop partners into operating peers who bring ideas, flag risks early, and challenge decisions before they become problems.

Inform the business (Influencer)

• Spot emerging trends (i.e. defects, fraud patterns, confusing policies or metrics, product gaps) and translate them into root-cause insights, risk assessments, and data-backed recommendations.
• Partner closely with internal Member Experience teams (i.e. Customer Experience, Disputes Experience, Account Protection, Fraud and more), Workforce Management, Quality, Compliance, Product, Finance, Procurement, and Operations Strategy to remove blockers and shape product, policy, and experience decisions.
• Develop concise, executive-ready narratives that connect frontline performance, member impact, risks, and tradeoffs to a clear recommendation and decision.

To thrive in this role, you have

• 5+ years of experience in Customer Experience, Partner/Vendor Management, Program Management, BPO operations, or a related operational leadership role.
• Professional experience directly related to BPO partner and/or program management, ideally within financial services or another highly regulated environment.
• Executive presence and sound business judgment, comfortable building trust and influencing decisions, including with senior stakeholders, with a strong sense of ownership and comfort operating autonomously in ambiguity.
• Strong analytical skills, demonstrated ability to identify trends, diagnose root causes, assess risks, and translate findings into clear, actionable recommendations that drive partner performance.
• Demonstrated ability to challenge the status quo, a track record of redesigning a process, system, or operating model, paired with the influence, relationship-building, and communication skills to drive alignment and accountability without direct authority.
• Curiosity about how AI and automation are reshaping frontline work, and experience evaluating or deploying them in an operations environment is a plus.
• Sound business judgment, high ownership, comfort operating autonomously in ambiguity, and willingness to travel domestically and internationally approximately 25% of the time.
• Proficiency with tools such as Excel, Google Sheets, Looker, Google Slides, Jira, or similar reporting, presentation, and project-management tools.
• Experience in Customer Support, Account Access and Identity, Risk, Complaints, Disputes, Escalations, Social Media support, or other specialized servicing environments is highly desired.

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