Senior Partner Manager

🕒 il y a 19 jours

🇺🇸 États-Unis – Télétravail

💵 $130 000 - $180 000 / an

⏰ Temps Plein

🟠 Senior

💰 Responsable de comptes

🦅 Parrain de Visa H1B

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Chime

Site WebLinkedInTous les Emplois

1001 - 5000 employés

Fondée en 2013

💳 Fintech

Fintech

Chime est une entreprise de technologie financière qui propose divers services bancaires par le biais de partenariats avec The Bancorp Bank, N. A. ou Stride Bank, N. A. , tous deux membres de la FDIC. Bien que Chime ne soit pas une banque, elle offre de nombreux produits financiers, notamment des services bancaires en ligne, une carte de débit Visa, des comptes d'épargne à haut rendement, des cartes de crédit sécurisées pour la construction de crédit, et un découvert gratuit avec SpotMe. L'entreprise permet également aux utilisateurs de recevoir leur salaire jusqu'à deux jours à l'avance grâce au dépôt direct, d'envoyer et de recevoir de l'argent instantanément et de réaliser des dépôts en espèces sans frais chez certains détaillants. Chime met l'accent sur la transparence des frais, sans frais mensuels, sans frais de découvert, et offre des fonctionnalités de sécurité robustes. Chime ne délivre pas de chèquiers personnels mais permet aux utilisateurs d'envoyer des chèques numériquement. L'entreprise est largement reconnue pour son application bancaire mobile conviviale et son service client.

Description

• 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. • Translate operational performance trends into root-cause insights, risk assessments, and data-backed recommendations. • Drive accountability with external partners by identifying performance gaps, aligning on corrective actions, and ensuring sustained follow-through. • 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. • Partner closely with Disputes Experience, Complaints, Risk, Workforce Management, Quality, Compliance, Product, Finance, Procurement, and Operations Strategy to remove blockers and improve frontline execution. • Develop concise, executive-ready updates that connect frontline performance, member impact, risks, tradeoffs, and recommended next steps.

🎯 Exigences

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

🏖️ Avantages

• Competitive salary based on experience • 401k match plus great medical, dental, vision, life, and disability benefits • Generous vacation policy and company-wide Chime Days, bonus 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 24 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents • Access to Maven, a family planning tool, with $15k lifetime reimbursement for egg freezing, fertility treatments, adoption, and more. • 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!