Senior Operations Manager, Partner Management
About The Position
This is a high-visibility, on-site role overseeing the health, evolution, and strategic value of Chime’s member operations ecosystem at its only onshore customer operations center. The Senior Operations Manager will combine operational leadership, strategic improvement, and executive-level communication, translating frontline signals into decisions for senior leaders. The role is embedded in the partner operation and acts as a cultural ambassador for Chime within the BPO partnership, motivating frontline staff and taking a hands-on role in partner governance, business reviews, escalations, and initiatives to improve execution and member outcomes. The role owns performance governance for assigned partner/BPO operations, including service levels, quality, productivity, staffing adherence, operational efficiency, and member experience. It also leads cross-functional improvements, challenges existing processes and operating models, identifies automation and AI opportunities, and develops data-backed recommendations and executive updates. The manager will establish and measure a shared Chime culture at the onshore BPO location. On-site presence is required at least five days per week, with domestic and international travel as needed.
Requirements
- 10+ years of experience leading on-site 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 the ability to identify trends, diagnose root causes, assess risks, and develop clear, actionable recommendations.
- 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 on site at least five days per 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, defining metrics, action plans, owners, timelines, and expected business impact.
- Identify partner performance gaps, align on corrective actions, and ensure sustained follow-through and accountability.
- Challenge existing processes, technology, staffing models, and site/channel strategy.
- 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 within 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 turn Chime 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.
- Maintain on-site presence at least five days a week and travel domestically and internationally as needed.
Benefits
- Backup child, elder, and pet care
- Subsidized commuter benefits for eligible employees
- Comprehensive health, financial, and wellbeing benefits
- Generous vacation policy
- Company-wide paid days off
- Paid time to support local community organizations
- Annual wellness stipend
- Up to 22 weeks of paid parental leave for birthing parents and 12 weeks for non-birthing parents
- Family planning reimbursement
- Potential eligibility for bonuses and competitive equity
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
