The opportunity
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.
What you'll do
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.
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.
What they're looking for
- 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.
- Establish and sustain a shared Chime culture in our onshore BPO partner location.
