Senior CX Partner Manager

About the role

We are hiring a Senior Partner Manager to help strengthen and scale partner-delivered operations across our global support ecosystem on the Partner Strategy and Operations team. As our Senior Partner Manager, you will own performance governance for assigned BPO partners, helping ensure partners deliver consistent, high-quality, efficient member experiences. You will use data to diagnose performance trends, identify root causes, and drive clear action plans with internal teams and external partner leaders. You will play a hands-on role in partner governance, business reviews, escalation management, and operational initiatives that improve frontline execution and member outcomes.

The base salary offered for this role and level of experience will begin at $130,000.00 and up to $180,000.00. 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

• 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.
• Translate operational performance trends into root-cause insights, risk assessments, and data-backed recommendations.
• Drive accountability with external partners by identifying performance gaps, aligning on corrective actions, and ensuring sustained follow-through.
• 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.
• Partner closely with Disputes Experience, Complaints, Risk, Workforce Management, Quality, Compliance, Product, Finance, Procurement, and Operations Strategy to remove blockers and improve frontline execution.
• Develop concise, executive-ready updates that connect frontline performance, member impact, risks, tradeoffs, and recommended next steps.

To thrive in this role, you have

• 5+ years of experience in Customer Experience, Partner/Vendor Management, BPO operations, or a related operational leadership role.
• Professional experience directly related to BPO partner management, ideally within financial services or another highly regulated environment.
• Proven ability to own partner performance across SLAs, quality, productivity, staffing, operational efficiency, and member experience outcomes.
• Strong analytical skills, with the ability to use data to identify trends, diagnose root causes, assess risks, and build clear, actionable recommendations.
• Experience leading complex, cross-functional initiatives from problem definition through execution, change management, and measurement of impact.
• Strong influence, relationship-building, and communication skills, including the ability to drive alignment and accountability without direct authority.
• Sound business judgment, high ownership, comfort operating autonomously in ambiguity, and willingness to travel domestically and internationally approximately 25% of the time.
• Proficiency with tools such as Excel, Google Sheets, Looker, Google Slides, Jira, or similar reporting, presentation, and project-management tools.
• Experience in Complaints, Disputes, Escalations, Social Media support, Risk, or other specialized servicing environments is highly desired.

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