Partner Performance Manager - CX & Ops (Remote)

Mosaec; Northern (KY); Hybrid; USD 105,000 - 145,000; Full time

Benefits offered by this job

Generous vacation policy

Wellness stipend

Parental leave up to 22 weeks

Comprehensive health benefits

Equity package

Job summary

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

You will work with multiple teams, reviews with executives, and travel about 25% domestically and internationally. The role offers base salary ranges and a competitive equity package for full-time professionals.

Qualifications

• 5+ years in CX or partner management roles
• Experience with BPO operations in regulated environments
• Ability to own partner performance across SLAs and outcomes
• Strong data-driven problem solving
• Experience leading cross-functional initiatives
• Ability to travel ~25% domestically and internationally

Responsibilities

• 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.

Skills

CX leadership

Partner management

BPO operations

Analytical skills

Cross-functional leadership

Communication

Travel willing

Excel

Looker

Jira

Tools

Excel

Looker

Google Sheets

Google Slides

Jira

Job description

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

You will work with multiple teams, reviews with executives, and travel about 25% domestically and internationally. The role offers base salary ranges and a competitive equity package for full-time professionals.