Onsite Senior Operations Leader - Partner Ops & Strategy

Chime; Austin (TX); Vor Ort; USD 130.000 - 208.000; Vollzeit

Zusammenfassung

Chime is seeking an accomplished leader to own health and evolution of a member operations ecosystem at our onshore customer operations center in Austin/TX. You will blend operational rigor with strategic insight and executive-level influence to drive frontline results and business decisions.

You will own governance, lead reviews, and drive improvements across processes, with a focus on automation and AI opportunities, while maintaining a strong culture onsite.

Qualifikationen

• 10+ years leading on-site CX operations or BPO leadership.
• Executive presence with ability to influence senior stakeholders.
• Strong analytical skills to diagnose trends and risks and build recommendations.
• Proven ability to redesign processes and operating models.

Aufgaben

• Own performance governance for partner/BPO operations with SLAs and member experience outcomes.
• Lead daily/weekly/monthly partner reviews with metrics, action plans, owners, timelines, and impact.
• Drive accountability with external partners by identifying gaps and ensuring corrective actions.
• Lead cross-functional initiatives to improve member/service experience, from definition to post-launch measurement.
• Identify automation and AI opportunities within the partner operation and help redesign the operating model.
• Translate operational trends into root-cause insights, risk assessments, and data-backed recommendations.
• Develop executive-ready updates linking frontline performance to member impact and next steps.

Kenntnisse

CX Operations Lead

Vendor Management

BPO Operations

Tools

Claude

ChatGPT

Excel

Google Sheets

Looker

Jira

Jobbeschreibung

Chime is seeking an accomplished leader to own health and evolution of a member operations ecosystem at our onshore customer operations center in Austin/TX. You will blend operational rigor with strategic insight and executive-level influence to drive frontline results and business decisions.

You will own governance, lead reviews, and drive improvements across processes, with a focus on automation and AI opportunities, while maintaining a strong culture onsite.