CX Partner Manager

About This RoleAI processing…

Key Responsibilities

• 1
  Own performance governance for assigned Partner/BPO operations, including SLAs, quality, productivity, staffing adherence, operational efficiency, and member experience outcomes.
• 2
  Lead daily, weekly, and monthly partner performance reviews with clear metrics, action plans, owners, timelines, and expected business impact.
• 3
  Translate operational performance trends into root-cause insights, risk assessments, and data-backed recommendations.
• 4
  Drive accountability with external partners by identifying performance gaps, aligning on corrective actions, and ensuring sustained follow-through.
• 5
  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.
• 6
  Partner closely with Disputes Experience, Complaints, Risk, Workforce Management, Quality, Compliance, Product, Finance, Procurement, and Operations Strategy to remove blockers and improve frontline execution.
• 7
  Develop concise, executive-ready updates that connect frontline performance, member impact, risks, tradeoffs, and recommended next steps.

Requirements

• 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.

Perks & Benefits