Senior Operations Manager, Partner Management

<h2><span style="font-family: helvetica, arial, sans-serif;"><strong>About the role</strong></span></h2> <p><span style="font-family: helvetica, arial, sans-serif;">This is a high-visibility opportunity to own the health, evolution, and strategic value of a member operations ecosystem at Chime's only onshore customer operations center.</span></p> <p><span style="font-family: helvetica, arial, sans-serif;">You will lead as one part <strong>Operator</strong> (running the operations with rigor), one part <strong>Strategist</strong> (improving the operations by challenging what exists), and one part <strong>Influencer</strong> (informing the business by turning frontline signals into company decisions). The role carries real executive presence: you'll be the person in the room translating what's happening on the frontline into decisions senior leaders act on. This is an on-site role (location TBD -  Austin, San Antonio) — you'll be embedded with the operation you own, not managing it from a distance, and you'll serve as a cultural ambassador for Chime within the partnership (BPO) and a highly effective motivator of front line staff. You will play a hands-on role in daily partner governance, business reviews, escalation management, and operational initiatives that improve frontline execution and member outcomes.</span></p> <h2><span style="font-family: helvetica, arial, sans-serif;"><strong>In this role, you can expect to</strong></span></h2> <p><span style="font-family: helvetica, arial, sans-serif;"><strong>Run the Operations </strong></span></p> <ul> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Own performance governance for assigned Partner/BPO operations, including SLAs, quality, productivity, staffing adherence, operational efficiency, and member experience outcomes.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Lead daily, weekly, and monthly partner performance reviews with clear metrics, action plans, owners, timelines, and expected business impact.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Drive accountability with external partners by identifying performance gaps, aligning on corrective actions, and ensuring sustained follow-through.</span></li> </ul> <p><span style="font-family: helvetica, arial, sans-serif;"><strong>Improve the Operations</strong></span></p> <ul> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Challenge existing processes, technology, staffing models, and site/channel strategy rather than optimizing within them.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">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.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Identify automation and AI opportunities within the partner operation, and help redesign the operating model as routine volume shifts to AI Agents.</span></li> </ul> <p><span style="font-family: helvetica, arial, sans-serif;"><strong>Influence the Business </strong></span></p> <ul> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Operate with a level of entrepreneurship and ownership consistent with running a business unit, not administering a contract.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Translate operational performance trends into root-cause insights, risk assessments, and data-backed recommendations.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Develop concise, executive-ready updates that connect frontline performance, member impact, risks, tradeoffs, and recommended next steps — with a point of view.</span></li> </ul> <p><span style="font-family: helvetica, arial, sans-serif;"><strong>Build the Chime Culture Onsite</strong></span></p> <ul> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Establish and sustain a shared Chime culture in our onshore BPO partner location.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Partner with Chime and BPO leaders to translate Chime’s values—including member obsession and financial peace of mind—into observable behaviors, coaching expectations, hiring standards, and recognition programs.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Own and measure cultural health through indicators such as leadership visibility, employee engagement, attrition, coaching quality, product fluency, member sentiment, and frontline feedback closure.</span></li> </ul> <h2><span style="font-family: helvetica, arial, sans-serif;"><strong>To thrive in this role, you have</strong></span></h2> <ul> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">10+ years of experience in leading on site Customer Experience operations, Partner/Vendor Management, BPO operations, or a related operational leadership role, ideally within financial services or another highly regulated environment.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Executive presence and sound business judgment - comfortable building trust and influencing decisions — including with senior stakeholders — combined with high ownership and comfort operating autonomously in ambiguity.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Strong analytical skills - demonstrated ability to identify trends, diagnose root causes, assess risks, and build clear, actionable recommendations — own partner performance.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Demonstrated ability to challenge the status quo — a track record of redesigning a process, system, or operating model — paired with the influence, relationship-building, and communication skills to drive alignment and accountability without direct authority.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Proficiency with tools such as Claude, ChatGPT, Excel, Google Sheets/Slides, Looker, Jira, or similar tools.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Onsite presence required at least 5 days a week </span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Willingness to travel domestically and internationally as needed.</span></li> </ul> <p><span style="font-family: helvetica, arial, sans-serif;">#LI-Onsite #LI-AM1</span></p><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p>Below is the base salary offered for this role and level of experience. Full-time employees may also be eligible for bonus(es), competitive equity, and benefits. For commissioned roles, the base salary listed in this job description does not include incentive/variable pay. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.</p></div><div class="title">Wage Notice</div><div class="pay-range"><span>$130,000</span><span class="divider">—</span><span>$208,000 USD</span></div></div></div><div class="content-conclusion"><h2><span style="font-family: helvetica, arial, sans-serif;"><strong>A little about us</strong></span></h2> <p><span style="font-family: helvetica, arial, sans-serif;">At Chim