Senior Partner Manager

About the role

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.

In this role, you can expect to

• 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.
• Translate operational performance 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 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.
• Partner closely with 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 connect frontline performance, member impact, risks, tradeoffs, and recommended next steps.

To thrive in this role, you have

• 5+ years of 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.
• Strong analytical skills, with the ability to use data to identify trends, diagnose root causes, assess risks, and build clear, 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 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.

What we offer for our full-time, regular employees

• 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