Remote CX Partner Manager — Data-Driven Governance

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

Benefits offered by this job

Office four days a week in-office

Fridays from home

Comprehensive health benefits

Wellbeing stipend

Parental leave

Job summary

Chime is hiring a Partner Manager to strengthen and scale partner-delivered operations within our Partner Strategy and Operations team. You will own performance governance for assigned BPO partners, driving action plans and executive updates that improve member experiences.

This is a hybrid US-based role with domestic and international travel of about 25%. We offer a base salary of $105,000–$145,000 plus bonus, equity, and comprehensive benefits.

Qualifications

• 5+ years of experience in Customer Experience, Partner/Vendor Management, BPO operations, or a related operational leadership role.
• 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.

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.

Skills

Partner management

BPO operations

Data analysis

Stakeholder management

Communication

Travel willingness

Tools

Looker

Jira

Excel

Google Sheets

Google Slides

Job description

Chime is hiring a Partner Manager to strengthen and scale partner-delivered operations within our Partner Strategy and Operations team. You will own performance governance for assigned BPO partners, driving action plans and executive updates that improve member experiences.

This is a hybrid US-based role with domestic and international travel of about 25%. We offer a base salary of $105,000–$145,000 plus bonus, equity, and comprehensive benefits.