Description
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).
Responsibilities
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 quality, product fluency, member sentiment, and frontline feedback closure.
Requirements
- 10+ years of experience in leading onsite Customer Experience operations, Partner/Vendor Management, BPO operations, or a related operational leadership role, ideally within financial services or another highly regulated environment.
- Executive presence and sound business judgment - comfortable building trust and influencing decisions , including with senior stakeholders , combined with high ownership and comfort operating autonomously in ambiguity.
- Strong analytical skills - demonstrated ability to identify trends, diagnose root causes, assess risks, and build clear, actionable recommendations , own partner performance.
- Demonstrated ability to challenge the status quo , a track record of redesigning a process, system, or operating model , paired with the influence, relationship-building, and communication skills to drive alignment and accountability without direct authority.
- 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.
- Willingness to travel domestically and internationally as needed.
Benefits
- Competitive salary: $130,000-$208,000 USD
- Bonus(es) and competitive equity
- Comprehensive health, financial, and wellbeing benefits
- 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