Senior Operations Manager, Partner Management

The posting, as Chime wrote it

About the role

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.

You will lead as one part Operator (running the operations with rigor), one part Strategist (improving the operations by challenging what exists), and one part Influencer (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.

In this role, you can expect to

Run the Operations

• 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.
• Drive accountability with external partners by identifying performance gaps, aligning on corrective actions, and ensuring sustained follow-through.

Improve the Operations

• Challenge existing processes, technology, staffing models, and site/channel strategy rather than optimizing within them.
• 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.
• Identify automation and AI opportunities within the partner operation, and help redesign the operating model as routine volume shifts to AI Agents.

Influence the Business

• Operate with a level of entrepreneurship and ownership consistent with running a business unit, not administering a contract.
• Translate operational performance trends into root-cause insights, risk assessments, and data-backed recommendations.
• Develop concise, executive-ready updates that connect frontline performance, member impact, risks, tradeoffs, and recommended next steps — with a point of view.

Build the Chime Culture Onsite

• Establish and sustain a shared Chime culture in our onshore BPO partner location.
• 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.
• Own and measure cultural health through indicators such as leadership visibility, employee engagement, attrition, coaching qua

[…]
ive 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 .

To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice .