CX Partner Manager

Job description

## **About the role** We are hiring a Partner Manager to help strengthen and scale partner-delivered operations across our global support ecosystem on the Partner Strategy and Operations team. As our Partner Manager, you will own performance governance for assigned BPO partners, helping ensure partners deliver consistent, high-quality, efficient member experiences. You will use data to diagnose performance trends, identify root causes, and drive clear action plans with internal teams and external partner leaders. You will play a hands-on role in partner governance, business reviews, escalation management, and operational initiatives that improve frontline execution and member outcomes. The base salary offered for this role and level of experience will begin at $105,000.00 and up to $145,000.00. 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 - 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 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 Disputes Experience, Complaints, Risk, Workforce Management, Quality, Compliance, Product, Finance, Procurement, and Operations Strategy to remove blockers and improve frontline execution. - Develop concise, executive-ready updates that connect frontline performance, member impact, risks, tradeoffs, and recommended next steps. ## **To thrive in this role, you have** - 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 own partner performance across SLAs, quality, productivity, staffing, operational efficiency, and member experience outcomes. - Strong analytical skills, with the ability to use data to identify trends, diagnose root causes, assess risks, and build clear, actionable recommendations. - Experience leading complex, cross-functional initiatives from problem definition through execution, change management, and measurement of impact. - Strong influence, relationship-building, and communication skills, including the ability to drive alignment and accountability without direct authority. - Sound business judgment, high ownership, comfort operating autonomously in ambiguity, and willingness to travel domestically and internationally approximately 25% of the time. - Proficiency with tools such as Excel, Google Sheets, Looker, Google Slides, Jira, or similar reporting, presentation, and project-management tools. - Experience in Complaints, Disputes, Escalations, Social Media support, Risk, or other specialized servicing environments is highly desired. #LI-Remote #LI-EI1 ## **A little about us** At Chime, we believe that everyone can achieve financial progress. We created Chime—a financial technology company, not a bank\*—on the premise that core banking services should be helpful, easy, and free. Through our user-friendly tools and intuitive platforms, we empower our members to take control of their finances and work towards their goals. Whether it's starting a savings account, purchasing a first car or home, launching a business, or pursuing higher education, we're proud to have helped millions unlock their financial potential. We're a team of problem solvers, dreamers, and builders with one shared obsession: our members. From day one, Chimers have worked tirelessly to out-hustle and out-execute competitors to bring our mission to life. Their grit and determination inspire us to work harder every day to deliver the very best experience possible. We each bring an owner's mindset to our work, refusing to be outdone and holding ourselves accountable to meet and exceed the highest bars for our teams, our company, and our members. We believe in being bold, dreaming big, and taking risks, while also working together, embracing our diverse perspectives, and giving each other honest feedback. Our culture remains deeply entrepreneurial, encouraging every Chimer to see themselves as stewards of our mission to help everyday Americans unlock their financial progress. We know that to achieve our mission, we must earn and keep people's trust—so we hold ourselves to the highest standards of integrity in everything we do. These aren't just words on a wall—our values are embedded in every aspect of our business, serving as a north star that guides us as we work to help millions achieve their financial potential. Because if we don't—who will? \*Chime is a financial technology company, not a bank. Banking services provided by The Bancorp Bank, N.A. or Stride Bank, N.A., Members FDIC. ## **What we offer for our full-time, regular employees** - 🏢 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. - 💻 Benefits that support your work and life, including backup child, elder, and pet care and subsidized commuter benefits for eligible employees. - ✨ Comprehensive health, financial, and wellbeing benefits designed to support you at every stage of life. - 🏝 Generous vacation policy and 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 22 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents - 👪 Access to family planning reimbursement - 💚 A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help millions unlock financial progress We know that great work can’t be done without a diverse team and inclusive environment. That’s why we specifically look for individuals of varying strengths, skills, backgrounds, and ideas to join our team. We believe this gives us a competitive advantage to better serve our members and helps us all grow as Chimers and individuals. Chime is proud to be an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, genetic information, veteran status, or any other legally protected basis under provincial, federal, state, and local laws, regulations, or ordinances. We will also consider qualified applicants with criminal histories in a manner consistent with the requirements of state and local laws, including the San Francisco Fair Chance Ordinance, Cook County Ordinance, NYC Fair Chance Act, and the LA City Fair Chance Ordinance, and consistent with Canadian provincial and federal laws. If you have a disability or special need that requires accommodation during any stage of the application process, please contact: [accommodations@chime.com](mailto:accommodations@chime.com). To learn more about how Chime collects and uses your personal information during the application process, please see the [Chime Applicant Privacy Notice.](https://www.chime.com/careers/chime-applicant-privacy-notice/)