Program Manager, Performance Effectiveness
Chime is seeking a Program Manager for Performance Effectiveness to enhance and scale performance measurement and improvement within the Member Experience organization. This role involves close collaboration with cross-functional stakeholders, BPO partners, and senior leaders to develop frameworks, generate actionable insights, and drive continuous improvement initiatives that impact frontline teams and member experience. The position offers high visibility and the opportunity to influence operational strategy through data, tooling, and performance optimization.
Key responsibilities include building and operationalizing scalable performance effectiveness frameworks across BPO teams, partnering with vendors and internal stakeholders to identify trends and improve operational outcomes, leveraging data sources such as manual audits and speech analytics to deliver insights, developing performance scorecards and dashboards for leadership, identifying opportunities for continuous improvement, collaborating cross-functionally to align on performance strategy, and driving adoption of performance monitoring tools and evaluation methodologies.
The ideal candidate will have over three years of experience in contact center quality, performance management, or operational effectiveness, experience with AI/ML-driven evaluation systems, a proven track record of driving measurable improvements with BPO vendors or internal operations teams, strong analytical skills, experience in building or managing performance scorecards and reporting frameworks, the ability to navigate ambiguity and partner across global stakeholders, and strong organizational, project management, and communication skills.
The base salary for this role ranges from $105,000 to $145,000, with full-time employees also eligible for a bonus, competitive equity package, and benefits. Actual base salary may vary based on location, skills, qualifications, and experience.
Chime fosters a culture of boldness, collaboration, and continuous improvement, encouraging employees to take ownership and contribute to the mission of helping everyday Americans achieve financial progress. The company offers growth opportunities, a supportive work environment, and the chance to make a meaningful impact on millions of members' financial journeys.