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About the Role

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 part Operator, Strategist, and Influencer, translating frontline signals into decisions senior leaders act on. This role requires on-site presence and involves daily partner governance, business reviews, escalation management, and operational initiatives.

Responsibilities

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.
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.
Partner with Chime and BPO leaders to translate Chime’s values 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 on site 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.
Onsite presence required at least 5 days a week.
Willingness to travel domestically and internationally as needed.

Skills

Proficiency with tools such as Claude, ChatGPT, Excel, Google Sheets/Slides, Looker, Jira, or similar tools.

Location

Austin
San Antonio

Work Type

On-site
Full-time

Experience Level

10+ years

Salary/Compensations

$130,000—$208,000 USD

Benefits

Bonus(es)
Competitive equity
Backup child, elder, and pet care
Subsidized commuter benefits for eligible employees
Comprehensive health, financial, and wellbeing benefits
Generous vacation policy
Company-wide paid days off
1% of your time off to support local community organizations
Annual wellness stipend
Up to 22 weeks of paid parental leave for birthing parents
12 weeks of paid parental leave for non-birthing parents
Access to family planning reimbursement

About the Company

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.
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.
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.
*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.

Equal Opportunity

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.
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: accommodations@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.