Senior Operations Manager, Partner Management

Remote - USfull timeRemote

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senior

$130k–$208k

H1B: yes

Chime Senior Operations Manager at Chime leads the health and strategic value of the member operations ecosystem at the onshore customer operations center. This role involves running daily partner governance, business reviews, escalation management, and operational initiatives to improve frontline execution and member outcomes.

Responsibilities

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.
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.