Sr. Manager, Vendor Operations

Chime Financial, Inc

6d•$172,000 - $238,000•Hybrid

About The Position

We are looking for a strategic and results-oriented Customer Experience leader to manage and scale our Partner (BPO) delivered operations. This role will focus on developing and executing strategies that drive innovation and operational excellence across our global partner ecosystem to deliver stellar member interactions. In this role, you’ll lead and develop a tenured team of operations managers while driving key initiatives to improve our member and service experience. You’ll analyze performance trends, uncover root causes, and define a forward-looking strategy for how our support model evolves—partnering cross-functionally to bring that strategy to life. You will own the performance of our external partners, including SLAs, quality, and operational efficiency, while driving accountability and continuous improvement across our BPO ecosystem. This includes leading partner governance, performance reviews, and escalation management, and influencing senior leaders across finance, procurement, operations, and strategy to deliver impact today while building for the future. The base salary offered for this role and level of experience will begin at $172,000.00 and up to $238,000.00. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience. In this role, you can expect to:

Requirements

Bachelor’s degree in Business, Strategy, or a related field; MBA preferred.
7+ years of experience in strategic planning, partnerships, or program management related to BPOs, particularly in high tech or consulting environments.
Strong communication, presentation, and interpersonal skills.
Proven strategic thinker with analytical and problem-solving capabilities.
Experience in fostering cross-functional partnerships with business, engineering, and product teams.
Demonstrated experience in overseeing large programs and creating process improvement workflows
Exercise sound judgment in the development of solutions for a dynamic and innovative business
Possess outstanding communication skills; you are able to articulate complex concepts in a clear manner
Have the ability to work independently and flexibly while ensuring appropriate transparency and escalation when necessary
Work for a fast-paced, high-growth organization with regular domestic and international travel.

Responsibilities

Leadership & Influence: Lead and influence cross-functional teams (internal and external) without authority, driving alignment and results through clear direction, strong execution, and effective navigation of ambiguity, while influencing senior leaders and empowering teams to deliver high-impact outcomes.
Partner Performance & Accountability - Own end-to-end partner performance across SLAs, quality, and efficiency, driving continuous improvement and accountability. Lead partner negotiations and commercial terms to ensure strong performance, favorable outcomes, and alignment with business and compliance standards.
Insights & Operational Excellence - Leverage insights and trends to inform partner and business strategy, while balancing risks and driving operational excellence initiatives that improve member experience and ensure compliance.
Be a mentor; Develop team members and foster a culture of innovation, collaboration and continuous improvement. Assist the team to make data-driven decisions in developing the roadmap to improve the service experience
Maintain a high bar in terms of influencing and analytical depth for your team through selective hiring and mentorship.
Focus on building a team of diverse individuals who feel supported, valued and empowered to accomplish ambitious business and professional goals.
Vision & Strategic Clarity - Set and align teams around a compelling vision, connecting day-to-day work to broader company goals. Break down complex problems into clear, structured approaches that drive focus and execution.
Partner Performance and Strategy - Develop and implement a comprehensive partner strategy that aligns with the company’s goals and objectives, ensuring long-term value creation.

Benefits

Our in-office work policy is designed to keep you connected - with four days a week in the office and Fridays from home for those near one of our offices, plus team and company-wide events depending on location. Whether you’re coming in regularly or are part of our fully remote program, you’ll stay engaged with your work and teammates.
In-office perks including backup child, elder, and/or pet care, plus a subsidized commuter benefit to support your regular commute
Competitive salary based on experience
401k match plus great medical, dental, vision, life, and disability benefits
Generous vacation policy and company-wide Chime Days, bonus company-wide paid days off
1% of your time off to support local community organizations of your choice
Annual wellness stipend to use towards 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 your fellow Chimers—think cooking classes, guided meditations, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too!
A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help millions unlock financial progress