CX Partner Manager

About This Opportunity

We are representing a confidential fintech organization in their search for a CX Partner Manager to strengthen and scale partner-delivered operations across their global support ecosystem. This is a fully remote role open to candidates anywhere in the world.

In this position, you will own performance governance for assigned BPO partners, ensuring they deliver consistent, high-quality member experiences. You'll use data to diagnose performance trends, identify root causes, and drive clear action plans with internal teams and external partner leaders. This is a hands-on role involving partner governance, business reviews, escalation management, and operational initiatives that improve frontline execution and member outcomes.

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
• 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 through execution, change management, and post-launch measurement
• Partner closely with disputes, complaints, risk, workforce management, quality, compliance, product, finance, procurement, and operations teams to remove blockers and improve frontline execution
• Develop concise, executive-ready updates that connect frontline performance, member impact, risks, tradeoffs, and recommended next steps

What We're Looking For

• 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

How We Work With You

When you apply through Get A Job.ai, our talent team will review your background and conduct an initial screening. If there's a strong match, we'll submit your profile to our client for consideration. Please note that all applications must come through our recruiting process—direct contact with the client is not permitted and may disqualify your candidacy.

Pay

Our client has indicated a base salary range of $105,000 to $145,000 USD for this role, with the actual offer depending on location, skills, qualifications, and experience. The position also includes eligibility for bonus, equity, and comprehensive benefits.

Get A Job.ai is an equal opportunity recruiter. We welcome applications from candidates of all backgrounds and are committed to fostering an inclusive hiring process.