Senior Operations Manager, Partner Management (Austin)

Chime is a fintech company offering banking services and personal loans to millions of members. 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 decis

Key responsibilities

• Own performance governance for assigned Partner/BPO operations, including SLAs, quality, productivity, staffing adherence, operational efficiency
• 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
• 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
• Identify automation and AI opportunities within the partner operation, and help redesign the operating model as routine volume shifts to AI Agents

Requirements

• 10+ years of experience in leading on site Customer Experience operations, Partner/Vendor Management, BPO operations
• Executive presence and sound business judgment - comfortable building trust
• Strong analytical skills - demonstrated ability to identify trends, diagnose root causes, assess risks, and build clear
• Demonstrated ability to challenge the status quo — a track record of redesigning a process, system, or operating model — paired with the influence
• Proficiency with tools such as Claude, ChatGPT, Excel, Google Sheets/Slides, Looker, Jira, or similar tools
• Onsite presence required at least 5 days a week

Location and schedule

• Onsite in Austin, Texas
• Identify automation and AI opportunities within the partner operation, and help redesign the operating model as routine volume shifts to AI Agents
• Build the Chime Culture Onsite

Salary and benefits

US base salary $130,000 to $208,000 a year. Chime also offers benefits; the full list is on the posting.

How to apply

Apply on the company's own site.