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About the role
Key responsibilities & impact- 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.
Requirements
What you’ll need- 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.
Benefits
Comp & perks- 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!
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
BPO operationspartner managementSLAsqualityproductivityoperational efficiencydata analysisrisk assessmentchange managementperformance metrics
Soft Skills
analytical skillsinfluencerelationship-buildingcommunication skillsaccountabilitybusiness judgmentownershipautonomyproblem-solvingstakeholder alignment