CX Partner Performance & Governance Lead

Chime; San Francisco (CA); Hybrid; USD 105,000 - 145,000; Full time

Benefits offered by this job

Four days in-office per week

Fridays from home for near-office

Wellbeing and health benefits

Generous vacation and paid time off

Parental leave

Job summary

Chime is seeking a Partner Manager to strengthen and scale partner-delivered operations across our global support ecosystem on the Partner Strategy and Operations team. You will own performance governance for assigned BPO partners, helping ensure partners deliver high-quality, efficient member experiences.

You will diagnose performance trends, root causes, and drive action plans with internal teams and external partners.

Qualifications

• 5+ years of experience in Customer Experience, Partner/Vendor Management, BPO operations, or a related operational leadership role.
• Experience in BPO partner management, ideally within financial services or regulated environments.
• Proven ability to own partner performance across SLAs, quality, productivity, staffing adherence, and member experience outcomes.
• Strong analytical skills with data-driven problem solving.

Responsibilities

• Own performance governance for assigned Partner/BPO operations, including SLAs, quality, productivity, staffing, and member experience outcomes.
• Lead partner performance reviews with metrics, action plans, owners, timelines, and business impact.
• Translate performance trends into root‑cause insights and data-backed recommendations.
• Drive accountability with external partners and ensure sustained follow‑through.
• Lead cross‑functional initiatives to improve member and service experience, from definition to post‑launch measurement.
• Develop executive-ready updates linking frontline performance to member impact and risks.

Skills

Customer Experience

Partner Management

BPO operations

Data analysis

Cross-functional collaboration

Communication

Tools

Excel

Google Sheets

Looker

Google Slides

Jira

Job description

Chime is seeking a Partner Manager to strengthen and scale partner-delivered operations across our global support ecosystem on the Partner Strategy and Operations team. You will own performance governance for assigned BPO partners, helping ensure partners deliver high-quality, efficient member experiences.

You will diagnose performance trends, root causes, and drive action plans with internal teams and external partners.