Senior Operations Manager, Partner Management

Chime Financial • Austin, TX

6d • Onsite

About The Position

This is a high-visibility role responsible for the health, evolution, and strategic value of Chime’s member operations ecosystem at its only onshore customer operations center. The manager combines hands-on operational leadership, strategic improvement, and executive influence, translating frontline signals into decisions for senior leaders. The role is embedded onsite with the operation and serves as a cultural ambassador for Chime within its business process outsourcing (BPO) partnership and as a motivator of frontline staff.

The role owns partner governance, business reviews, escalation management, and initiatives that improve frontline execution and member outcomes. It is expected to operate with the ownership and entrepreneurship of a business-unit leader, rather than simply administer a contract. The manager will challenge existing processes, technology, staffing models, and site or channel strategy; lead cross-functional improvement initiatives; identify automation and AI opportunities; and help redesign the operating model as routine volume shifts to AI agents.

The position is onsite in Austin or San Antonio (location TBD), with onsite presence required at least five days a week. Domestic and international travel may be required as needed.

Requirements

• 10+ years of experience leading onsite Customer Experience operations, Partner/Vendor Management, BPO operations, or a related operational leadership role.
• Executive presence and sound business judgment, with the ability to build trust and influence decisions, including with senior stakeholders.
• High ownership and comfort operating autonomously in ambiguity.
• Strong analytical skills, including identifying trends, diagnosing root causes, assessing risks, and developing clear, actionable recommendations for partner performance.
• Demonstrated ability to challenge the status quo and redesign a process, system, or operating model.
• Influence, relationship-building, and communication skills to drive alignment and accountability without direct authority.
• Proficiency with tools such as Claude, ChatGPT, Excel, Google Sheets/Slides, Looker, Jira, or similar tools.
• Ability to work onsite at least five days a week.
• Willingness to travel domestically and internationally as needed.

Nice To Haves

• Experience in financial services or another highly regulated environment.

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, documenting metrics, action plans, owners, timelines, and expected business impact.
• Identify partner performance gaps, align on corrective actions, and drive accountability and sustained follow-through with external partners.
• Challenge existing processes, technology, staffing models, and site/channel strategy to improve operations.
• Lead complex cross-functional initiatives to improve member and service experience, from problem definition and stakeholder alignment through execution, change management, and post-launch measurement.
• Identify automation and AI opportunities in partner operations and help redesign the operating model as routine volume shifts to AI agents.
• Translate operational performance trends into root-cause insights, risk assessments, and data-backed recommendations.
• Develop concise, executive-ready updates connecting frontline performance, member impact, risks, tradeoffs, and recommended next steps.
• Establish and sustain a shared Chime culture at the onshore BPO partner location.
• Partner with Chime and BPO leaders to translate Chime’s values into observable behaviors, coaching expectations, hiring standards, and recognition programs.
• Own and measure cultural health using indicators such as leadership visibility, employee engagement, attrition, coaching quality, product fluency, member sentiment, and closure of frontline feedback.
• Manage daily partner governance, business reviews, escalations, and operational initiatives that improve frontline execution and member outcomes.

Benefits

• Eligible full-time employees may receive bonuses, competitive equity, and benefits.
• Backup child, elder, and pet care.
• Subsidized commuter benefits for eligible employees.
• Comprehensive health, financial, and wellbeing benefits.
• Generous vacation policy and company-wide paid days off.
• One percent of time off to support local community organizations of the employee’s choice.
• Annual wellness stipend for eligible wellness-related expenses.
• Up to 22 weeks of paid parental leave for birthing parents and 12 weeks for non-birthing parents.
• Family planning reimbursement.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed