Director, Vendor Operations

About the Role:

The Director of Vendor Operations plays a critical leadership role in Chime's Scaled Operations organization. You will be responsible for the strategic oversight and management of Chime's vendor partnerships that enable efficient and excellent member service experiences across our contact centers and back-office operations. This includes performance management, compliance, footprint strategy, and fostering a strong Chime culture within our vendor sites.

The base salary offered for this role and level of experience will begin at $168,570 and up to $238,900. 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.

Responsibilities:

• Develop and execute the long-term strategic vision and roadmap for Chime's vendor operations, aligning to our guiding principles of frictionless products, self-service capabilities, and excellent support experiences
• Lead all aspects of the full lifecycle management of vendor relationships, including selection, contracting, integration, optimization, and potential transition/off-boarding
• Drive continuous improvement of vendor performance through KPI management, root cause analysis, process standardization, and implementation of operational excellence initiatives
• Collaborate closely with internal teams (member experience, product, workforce management, etc.) to ensure seamless integration and alignment of vendor operations with Chime's evolving business needs
• Provide strategic thought leadership, insights, and recommendations to executive stakeholders on vendor footprint, capabilities, and overall operations strategy
• Lead, mentor, and develop a hard-working team of vendor management professionals across operational analysis, partner management, and process excellence
• Exemplify Chime's cultural values and ensure consistent delivery of superior member experiences through our vendor partners

Qualifications:

• 15+ years of dynamic experience in contact center operations, vendor management, and operational strategy within high-growth environments
• Consistent track record of leading and optimizing large-scale, global vendor operations while maintaining operational efficiency and cost optimization
• Demonstrated ability to influence, negotiate, and maintain strong strategic partnerships with vendors and executive stakeholders
• Excellent analytical, problem-solving, and decision-making skills with the ability to synthesize sophisticated operational data into actionable insights
• Outstanding communication and leadership skills with the ability to inspire teams and drive organizational change
• Willingness to travel domestically and internationally (~20%)
• Experience within the fintech industry is a strong plus

This role demands a top-tier operations leader with deep expertise in leading and optimizing large vendor ecosystems in support of delivering seamless, elite customer experiences at scale. The ideal candidate will possess a unique blend of strategic vision, operational rigor, vendor management capabilities, and servant leadership.

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 you join us? 

*Chime partners with The Bancorp Bank and Stride Bank, N.A., Members FDIC, that power the bank accounts used by Chime Members.

What we offer

• 🏢 A thoughtful hybrid work policy that combines in