Chime

Manager

• Lead forecasting, capacity planning, scheduling, and workforce optimization activities across a large-scale global customer operations organization supporting more than 4,000 agents.
• Develop staffing plans that align member demand, service level objectives, employee experience, and financial goals.
• Partner with Operations, Finance, Vendor Management, and Analytics teams to ensure workforce strategies support business priorities and long-term growth.
• Monitor workforce performance, identify emerging risks and opportunities, and recommend staffing adjustments that improve operational outcomes.
• Establish and enhance processes that improve forecast accuracy, staffing efficiency, schedule effectiveness, and workforce performance.
• Champion AI, automation, and emerging workforce technologies to improve scalability, forecasting precision, and operational decision-making.
• Manage, coach, and develop a high-performing workforce management team while fostering a culture of accountability, collaboration, inclusion, and continuous improvement.

Senior Manager

Account Manager

• 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.

Senior Partner Manager

Business Analyst

• Translate complex data signals into root-cause narratives and actionable operational or product recommendations.
• Define success metrics, KPIs, monitoring frameworks, and develop predictive analytics mechanisms for Disputes and Fraud Ops.
• Build enhanced metric and KPI frameworks that help identify emerging trends, performance shifts, and anomalies across Fraud Ops and Dispute Ops.
• Conduct in-depth workflow and lifecycle analyses to identify friction points, root causes, and opportunities to improve Trust & Safety processes.
• Partner with Product, Engineering, Fraud Strategy, and Ops to evaluate and improve AI-enabled workflows.
• Analyze model outputs, false positives/negatives, and decision accuracy to recommend enhancements.
• Design and evaluate A/B tests, policy changes, rule deployments, workflow adjustments, and operational interventions.
• Create concise, executive-level summaries that distill investigations into clear narratives with quantified impacts and recommended next steps.
• Work closely with Operations, Risk, Product, and Engineering to ensure shared understanding of problems and alignment on solutions.

Insights Analyst – Dispute Experience

Program Manager

• Build and operationalize scalable performance effectiveness frameworks across BPO teams
• Partner with BPO vendors and internal stakeholders to identify trends, drive accountability, and improve operational outcomes
• Leverage multiple data sources - including manual audits, speech analytics, and operational reporting - to deliver actionable insights
• Develop and maintain performance scorecards, dashboards, and business review materials for leadership stakeholders
• Identify opportunities for continuous improvement across processes, tooling, and member experience workflows
• Collaborate cross-functionally with operations, analytics, member experience, and business teams to align on performance strategy and execution
• Help drive adoption and effectiveness of performance monitoring tools and evaluation methodologies

Program Manager, Performance Effectiveness

Analyst

• Test key OMX controls to assess adherence to regulatory requirements and internal policies
• Analyze datasets and review documentation to identify anomalies, gaps, or control deficiencies
• Partner with stakeholders to communicate findings and support remediation design and validation
• Contribute to scoping, sampling, and test script development for control reviews
• Clearly document and present testing results in a way that drives action
• Support the evolution of BCT reporting and insight generation capabilities
• Collaborate with team members to execute multiple concurrent control testing reviews

Senior Manager

Senior Partner Manager

Insights Analyst – Dispute Experience

Program Manager, Performance Effectiveness

Business Control Testing Analyst