Senior Partner Manager

About the Role

As a key member of the Partner Strategy and Operations team, the Senior Partner Manager will work closely with internal teams and external partner leaders to identify performance trends, diagnose root causes, and develop clear action plans. This role requires a hands-on approach to partner governance, with a focus on driving accountability and improving operational efficiency.

The Partner Strategy and Operations team is responsible for overseeing Chime's global support ecosystem, ensuring that partners deliver high-quality services to members. The Senior Partner Manager will be a critical component of this team, working to drive business growth and improvement through strategic partner management.

What You Will Do

• Own performance governance for assigned BPO partners, 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
• Partner closely with various teams to remove blockers and improve frontline execution
• Develop concise, executive-ready updates that connect frontline performance, member impact, risks, tradeoffs, and recommended next steps
• Collaborate with internal stakeholders to drive business growth and improvement through strategic partner management
• Develop and maintain a deep understanding of Chime's business operations and goals

What We Are Looking For

• 5+ years of experience in Customer Experience, Partner/Vendor Management, BPO operations, or a related operational leadership role
• Professional experience directly related to BPO partner management, ideally within financial services or another highly regulated environment
• Proven ability to drive operational excellence and improve partner performance
• Strong analytical and problem-solving skills, with experience in data analysis and interpretation
• Excellent communication and interpersonal skills, with the ability to build strong relationships with internal and external stakeholders
• Experience with Excel and Google Sheets, with the ability to develop and maintain complex spreadsheets and reports
• Strong business acumen, with a deep understanding of business operations and goals
• Ability to work in a fast-paced environment, with a focus on driving results and improvement

Nice to Have

• Experience in managing and analyzing large datasets to inform business decisions
• Knowledge of regulatory requirements and compliance standards in the financial services industry
• Experience with project management tools and methodologies, such as Agile or Scrum
• Certification in a related field, such as Six Sigma or Lean

Benefits and Perks

• Competitive salary and bonus structure
• Comprehensive benefits package, including health, dental, and vision insurance
• Generous paid time off and holiday policy
• Opportunity to work with a fast-growing and innovative company
• Collaborative and dynamic work environment
• Professional development opportunities, including training and education programs
• Flexible remote work arrangements, with the option to work from home or in a remote office

• Develop a strong understanding of Chime's business operations and goals, and be prepared to discuss how your skills and experience align with the company's objectives.
• Highlight your experience in managing and analyzing large datasets to inform business decisions, and be prepared to provide examples of your analytical skills.
• Emphasize your ability to build strong relationships with internal and external stakeholders, and provide examples of your experience in partner management and vendor relations.
• Be prepared to discuss your experience with Excel and Google Sheets, and provide examples of how you have used these tools to drive business growth and improvement.
• Research the company culture and values, and be prepared to discuss how your skills and experience align with Chime's mission and values.
• Prepare examples of your experience in driving operational excellence and improving partner performance, and be prepared to discuss your approach to problem-solving and analysis.
• Be prepared to discuss your experience in managing and leading cross-functional teams, and provide examples of your experience in driving business growth and improvement through strategic partner management.