Senior Partner Manager

Join Chime, a leading financial technology company, as a Senior Partner Manager. In this role, you will be responsible for performance governance of assigned BPO partners, ensuring high-quality member experiences. You will use data to diagnose performance trends, identify root causes, and drive action plans with internal teams and external partner leaders. Additionally, you will lead partner performance reviews, translate operational performance trends into insights, and drive accountability with external partners. This position requires strong analytical skills, experience in partner management, and the ability to lead complex initiatives.

• Assumer la responsabilité de la gouvernance de la performance des opérations des partenaires/BPO assignés, y compris les SLA, la qualité, la productivité, l'adhérence au personnel, l'efficacité opérationnelle et les résultats de l'expérience des membres.
• Diriger les examens de performance des partenaires quotidiens, hebdomadaires et mensuels avec des métriques claires, des plans d'action, des propriétaires, des délais et un impact commercial attendu.
• Utiliser les données pour diagnostiquer les tendances de performance, identifier les causes profondes et conduire des plans d'action clairs avec les équipes internes et les dirigeants des partenaires externes.

• 5+ years of experience in Customer Experience, Partner/Vendor Management, BPO operations, or a related operational leadership role
• Sound business judgment, high ownership, comfort operating autonomously in ambiguity, and willingness to travel domestically and internationally approximately 25% of the time
• Experience leading complex, cross-functional initiatives from problem definition through execution, change management, and measurement of impact
• Strong analytical skills, with the ability to use data to identify trends, diagnose root causes, assess risks, and build clear, actionable recommendations
• Professional experience directly related to BPO partner management, ideally within financial services or another highly regulated environment
• Experience in Complaints, Disputes, Escalations, Social Media support, Risk, or other specialized servicing environments is highly desired
• Strong influence, relationship-building, and communication skills, including the ability to drive alignment and accountability without direct authority
• Proficiency with tools such as Excel, Google Sheets, Looker, Google Slides, Jira, or similar reporting, presentation, and project-management tools
• Proven ability to own partner performance across SLAs, quality, productivity, staffing, operational efficiency, and member experience outcomes