Senior Partner Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of performance governance for designated Partner/BPO operations, encompassing SLAs, quality, productivity, staffing compliance, operational efficiency, and member experience outcomes.

• Facilitate daily, weekly, and monthly partner performance assessments utilizing clear metrics, action plans, assigned responsibilities, timelines, and anticipated business impact.

• Convert operational performance patterns into root-cause analyses, risk evaluations, and data-driven recommendations.

• Foster accountability with external partners by pinpointing performance deficiencies, agreeing on corrective measures, and ensuring consistent follow-up.

• Spearhead intricate, cross-functional projects that enhance member and service experiences, from defining problems and aligning stakeholders to executing, managing change, and measuring post-launch outcomes.

• Collaborate closely with Disputes Experience, Complaints, Risk, Workforce Management, Quality, Compliance, Product, Finance, Procurement, and Operations Strategy to eliminate obstacles and enhance frontline execution.

• Create succinct, executive-level updates that relate frontline performance, member impact, risks, trade-offs, and suggested next steps.

⛳️ Requirements

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

• Professional background directly associated with BPO partner management, preferably within financial services or another highly regulated sector.

• Demonstrated capability to oversee partner performance concerning SLAs, quality, productivity, staffing, operational efficiency, and member experience outcomes.

• Strong analytical abilities, with the skill to utilize data for trend identification, root cause diagnosis, risk assessment, and developing clear, actionable recommendations.

• Experience in leading complex, cross-functional initiatives from problem identification through execution, change management, and impact measurement.

• Excellent influence, relationship-building, and communication skills, with the ability to promote alignment and accountability without direct authority.

• Sound business judgment, a high level of ownership, comfort in navigating ambiguity autonomously, and a willingness to travel domestically and internationally approximately 25% of the time.

• Proficient with tools such as Excel, Google Sheets, Looker, Google Slides, Jira, or similar reporting, presentation, and project management platforms.

• Background in Complaints, Disputes, Escalations, Social Media support, Risk, or other specialized service environments is highly preferred.

🏝️ Benefits

• Competitive salary based on experience

• 401k match plus excellent medical, dental, vision, life, and disability benefits

• Generous vacation policy and company-wide Chime Days, with bonus paid days off

• 1% of your time off dedicated to supporting local community organizations of your choice

• Annual wellness stipend for eligible wellness-related expenses

• Up to 24 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents

• Access to Maven, a family planning tool, with $15k lifetime reimbursement for egg freezing, fertility treatments, adoption, and more.

• In-person and virtual events to connect with fellow Chimers—think cooking classes, guided meditations, music festivals, mixology classes, paint nights, etc., along with delicious snack boxes!