CX Partner Operations Lead - Data-Driven & Remote

Chime Financial, Inc; United States; On-site; USD 105,000 - 145,000; Full time

Benefits offered by this job

Bonus

Equity package

Benefits

Job summary

Chime is seeking a Partner Manager to strengthen and scale partner-delivered operations across its global support ecosystem. You will own performance governance for BPO partners, drive actionable plans, and lead cross-functional initiatives to improve frontline execution and member outcomes.

The role requires 5+ years in CX, partner management, or BPO operations, with strong analytics and proficiency in Excel, Looker, and Jira. Remote US-based role with domestic/international travel (~25%).

Qualifications

• 5+ years of experience in Customer Experience, Partner/Vendor Management, BPO operations, or related operational leadership.
• Experience in BPO partner management, ideally within financial services or regulated environment.
• Proven ability to own partner performance across SLAs, quality, productivity, staffing, 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.
• 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.

Responsibilities

• Own performance governance for assigned Partner/BPO operations, including SLAs, quality, 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.

Skills

Partner governance

Vendor management

Data analysis

Cross-functional collaboration

Stakeholder management

Communication

Problem solving

Tools

Excel

Google Sheets

Looker

Google Slides

Jira

Job description

Chime is seeking a Partner Manager to strengthen and scale partner-delivered operations across its global support ecosystem. You will own performance governance for BPO partners, drive actionable plans, and lead cross-functional initiatives to improve frontline execution and member outcomes.

The role requires 5+ years in CX, partner management, or BPO operations, with strong analytics and proficiency in Excel, Looker, and Jira. Remote US-based role with domestic/international travel (~25%).