Senior Vendor Manager

Chime is building a world-class Scaled Operations organization, and we believe member support should be built around 3 guiding principles:

1. Frictionless product: Use member insights to mitigate member issues with a simple, transparent product
2. Self-service: Provide self-service and automated capabilities to help members solve their own problems; create community for members to support each other
3. Excellent support: When members do have to contact us, provide them with excellent service.

About the role

As a Senior Vendor Manager, you will join our Vendor Operations team. Our team manages the operations of our scaled services functions including contact centers and back-office support. We have multiple BPO’s across different geographies and are accountable for performance management, compliance, footprint strategy and creating a Chime culture within the centers.

You will help manage the day to day operations of one or more sites for OMX. This includes performing deep dives of key performance metrics, helping to facilitate the deployment of new launches, identifying root causes and barriers agents are facing and then implementing solutions. You will need to be self-driven and passionate about improving the agent and member experience. You will work cross functionally with BPO leaders and other internal teams on a regular basis and will need to be able to communicate needs and challenges clearly.

The base salary offered for this role and level of experience will begin at $130,050 and up to $180,600. 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

• Run daily and weekly operations reviews and handle KPI management
• Partner with the Member Experience org and BPO teams to conduct root cause analysis and identify operational process standardization opportunities
• Create ad-hoc operational reports, provide status update on metrics and initiatives, and contribute to the improvement of our reporting systems for KPIs
• Identify and solve complex customer service issues, and proactively prevent negative service trends
• Develop and maintain strong working relationships with employees at every level in the company with all levels of call center operations
• Represent your sites in internal business reviews
• Demonstrate a management system that encourages participation and ownership, along with a continuous focus on action and customer satisfaction
• Conduct all business with the highest ethical and professional standards, representing Chime at all times

To thrive in this role, you have

• 12+ years working in the contact center industry, at or with large-scale BPOs
• A sincere passion and obsession for customers while maintaining a lean, highly productive operation
• Ability to provide open and honest feedback to BPO leaders that drives performance and partnerships
• A track record of delivering results in a fast growing, global contact center environment
• A track record of working autonomously, skilled at implementing new processes and systems, and the ability to influence senior leadership
• Strong oral and written communication, along with a strong analytical mindset
• Ability and willingness to travel domestically and internationally, approx. 25% of the time

A little about us

At Chime, we believe that everyone can achieve financial progress. We’re passionate about developing solutions and services to empower people to succeed. Every day, we start with empathy for our members and stay motivated by our desire to support them in ways that make a meaningful difference. 

We created Chime—a financial technology company, not a bank*-- founded on the premise that basic banking services should be helpful, transparent, and fair. Chime helps unlock the access and ability our members need to overcome the systemic barriers that block them from moving forward. By providing members with access to liquidity, rewards, and credit building, our easy-to-use tools and intuitive platforms give members the ability to have more control over their money and to take action toward achieving their financial ambitions.

So far, we’re well-loved by our members and proud to have helped millions of people unlock financial progress, whether they started a savings account, bought their first car or home, opened a business, or went to college. Every day, we’re inspired by our members’ dreams and successes, big and small. 

We’re uniting everyday people to unlock their financial progress—will