Senior Partner Manager at Chime

<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;">We are hiring a Senior Partner Manager to help strengthen and scale partner-delivered operations across our global support ecosystem on the Partner Strategy and Operations team. As our Senior 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.</span></p> <p><span style="font-family: helvetica, arial, sans-serif;">The base salary offered for this role and level of experience will begin at $130,000.00 and up to&nbsp;$180,000.00. 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.</span></p> <h2><span style="font-family: helvetica, arial, sans-serif;">In this role, you can expect to</span></h2> <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;">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;">Drive accountability with external partners by identifying performance gaps, aligning on corrective actions, and ensuring sustained follow-through.</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;">Partner closely with Disputes Experience, Complaints, Risk, Workforce Management, Quality, Compliance, Product, Finance, Procurement, and Operations Strategy to remove blockers and improve frontline execution.</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.</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><span style="font-family: helvetica, arial, sans-serif;">5+ years of experience in Customer Experience, Partner/Vendor Management, BPO operations, or a related operational leadership role.</span></li> <li><span style="font-family: helvetica, arial, sans-serif;">Professional experience directly related to BPO partner management, ideally within financial services or another highly regulated environment.</span></li> <li><span style="font-family: helvetica, arial, sans-serif;">Proven ability to own partner performance across SLAs, quality, productivity, staffing, operational efficiency, and member experience outcomes.</span></li> <li><span style="font-family: helvetica, arial, sans-serif;">Strong analytical skills, with the ability to use data to identify trends, diagnose root causes, assess risks, and build clear, actionable recommendations.</span></li> <li><span style="font-family: helvetica, arial, sans-serif;">Experience leading complex, cross-functional initiatives from problem definition through execution, change management, and measurement of impact.</span></li> <li><span style="font-family: helvetica, arial, sans-serif;">Strong influence, relationship-building, and communication skills, including the ability to drive alignment and accountability without direct authority.</span></li> <li><span style="font-family: helvetica, arial, sans-serif;">Sound business judgment, high ownership, comfort operating autonomously in ambiguity, and willingness to travel domestically and internationally approximately 25% of the time.</span></li> <li><span style="font-family: helvetica, arial, sans-serif;">Proficiency with tools such as Excel, Google Sheets, Looker, Google Slides, Jira, or similar reporting, presentation, and project-management tools.</span></li> <li><span style="font-family: helvetica, arial, sans-serif;">Experience in Complaints, Disputes, Escalations, Social Media support, Risk, or other specialized servicing environments is highly desired.</span></li> </ul> <p><span style="font-family: helvetica, arial, sans-serif;">#LI-Remote #LI-EI1</span></p><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 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.</span></p> <p><span style="font-family: helvetica, arial, sans-serif;">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.</span></p> <p><span style="font-family: helvetica, arial, sans-serif;">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.&nbsp;</span></p> <p><span style="font-family: helvetica, arial, sans-serif;">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.</span></p> <p><span style="font-family: helvetica, arial, sans-serif;">Because if we don't—who will?</span></p> <p><span style="font-family: helvetica, arial, sans-serif;">*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.</span></p> <h2><span style="font-family: helvetica, arial, sans-serif;"><strong>What we offer for our full-time, regular employees</strong></span></h2> <ul> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">🏢 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.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">💻 In-office perks including backup child, elder, and/or pet care, plus a subsidized commuter benefit to support your regular commute</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">💰 Competitive salary based on experience</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">✨ 401k match plus great medical, dental, vision, life, and disability benefits</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">🏝 Generous vacation policy and company-wide Chime Days, bonus company-wide paid days off</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">🫂 1% of your time off to support local community organizations of your choice</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">👟 Annual wellness stipend to use towards eligible wellness related expenses</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">👶 Up to 24 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">👪 Access to Maven, a family planning tool, with $15k lifetime reimbursement for egg freezing, fertility treatments, adoption, and more.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">🎉 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!</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">💚 A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help millions unlock financial progress</span></li> </ul> <p><span style="font-family: helvetica, arial, sans-serif;">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.</span></p> <p><span style="font-family: helvetica, arial, sans-serif;">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: <span style="text-decoration: underline; color: rgb(35, 111, 161);"><a style="color: rgb(35, 111, 161); text-decoration: underline;" href="mailto:[email protected]">[email protected]</a></span>.</span></p> <p><span style="font-family: helvetica, arial, sans-serif;">To learn more about how Chime collects and uses your personal information during the application process, please see the&nbsp;<a href="https://www.chime.com/careers/chime-applicant-privacy-notice/"><span style="text-decoration: underline; color: rgb(35, 111, 161);">Chime Applicant Privacy Notice</span>. </a></span></p></div>