About the role

We are looking for a strategic and results-oriented Customer Experience leader to manage and scale our Partner (BPO) delivered operations. This role will focus on developing and executing strategies that drive innovation and operational excellence across our global partner ecosystem to deliver stellar member interactions.

In this role, you’ll lead and develop a tenured team of operations managers while driving key initiatives to improve our member and service experience. You’ll analyze performance trends, uncover root causes, and define a forward-looking strategy for how our support model evolves—partnering cross-functionally to bring that strategy to life.

You will own the performance of our external partners, including SLAs, quality, and operational efficiency, while driving accountability and continuous improvement across our BPO ecosystem. This includes leading partner governance, performance reviews, and escalation management, and influencing senior leaders across finance, procurement, operations, and strategy to deliver impact today while building for the future.

The base salary offered for this role and level of experience will begin at $172,000.00 and up to $238,000.00. 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.

In this role, you can expect to:

Be an Action Enabler

• Leadership & Influence: Lead and influence cross-functional teams (internal and external) without authority, driving alignment and results through clear direction, strong execution, and effective navigation of ambiguity, while influencing senior leaders and empowering teams to deliver high-impact outcomes.

• **Partner Performance & Accountability -**Own end-to-end partner performance across SLAs, quality, and efficiency, driving continuous improvement and accountability. Lead partner negotiations and commercial terms to ensure strong performance, favorable outcomes, and alignment with business and compliance standards.

• **Insights & Operational Excellence -**Leverage insights and trends to inform partner and business strategy, while balancing risks and driving operational excellence initiatives that improve member experience and ensure compliance.

Be a Talent Builder

• Be a mentor; Develop team members and foster a culture of innovation, collaboration and continuous improvement. Assist the team to make data-driven decisions in developing the roadmap to improve the service experience

• **Enable growth;**Maintain a high bar in terms of influencing and analytical depth for your team through selective hiring and mentorship.

• **Nurture talent;**Focus on building a team of diverse individuals who feel supported, valued and empowered to accomplish ambitious business and professional goals.

Be a Visionary and Story Teller

• **Vision & Strategic Clarity -**Set and align teams around a compelling vision, connecting day-to-day work to broader company goals. Break down complex problems into clear, structured approaches that drive focus and execution.

• Partner Performance and Strategy - Develop and implement a comprehensive partner strategy that aligns with the company’s goals and objectives, ensuring long-term value creation.

To thrive in this role, you have:

• Bachelor’s degree in Business, Strategy, or a related field; MBA preferred.

• 7+ years of experience in strategic planning, partnerships, or program management related to BPOs, particularly in high tech or consulting environments.

• Strong communication, presentation, and interpersonal skills.

• Proven strategic thinker with analytical and problem-solving capabilities.

• Experience in fostering cross-functional partnerships with business, engineering, and product teams.

• Demonstrated experience in overseeing large programs and creating process improvement workflows

• Exercise sound judgment in the development of solutions for a dynamic and innovative business

• Possess outstanding communication skills; you are able to articulate complex concepts in a clear manner

• Have the ability to work independently and flexibly while ensuring appropriate transparency and escalation when necessary

• Work for a fast-paced, high-growth organization with regular domestic and international travel.

#LIEI1

A little about us

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.

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.

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.

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.

Because if we don't—who will?

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.

What we offer for our full-time, regular employees

• 🏢 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.

• 💻 In-office perks including backup child, elder, and/or pet care, plus a subsidized commuter benefit to support your regular commute

• 💰 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!

• 💚 A challenging and fulfilling opportunity to join one of the most experienced teams in Fin Tech 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: benefits@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.