Senior Partner Manager

📋 Description

• Own partner/BPO operations governance (SLAs, quality, staffing, outcomes).
• Lead partner reviews with metrics, owners, and timelines.
• Translate trends into root causes, risks, and data-driven recommendations.
• Drive accountability with external partners, identify gaps, and implement corrective actions.
• Lead cross-functional initiatives from problem definition to measurement.
• Develop executive updates linking performance to impact and next steps.

🎯 Requirements

• 5+ years in CX, partner/vendor management, or BPO ops.
• BPO partner management experience, ideally in financial services.
• Proven ability to own partner performance across SLAs, quality, and outcomes.
• Proficiency with Excel, Google Sheets, Looker, and Jira.
• Experience leading cross-functional initiatives end-to-end.
• Willingness to travel domestically and internationally ~25%.

🎁 Benefits

• In-office policy: four days weekly in the office; Fridays remote.
• Perks: backup child/elder/pet care and subsidized commuter benefit.
• Competitive salary based on experience.
• 401k match plus medical, dental, vision, life, and disability.
• Generous vacation policy and company-wide Chime Days.
• 1% time off to support local community organizations.