Marketing and Business Development Associate
Karp Strategies
Program Manager, Performance Effectiveness
Chime
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $103,680 - $144,000 per year
Job Level
Mid-LevelSenior
About the role
- Own the performance framework that measures, evaluates, and improves how our BPO teams deliver exceptional service.
- Design and oversee programs that drive process adherence, compliance, and member satisfaction.
- Lead a global performance program by overseeing operational scorecards, analytics, and insights for BPO teams.
- Partner with Vendor Operations, Training, Member Experience, and other cross-functional teams to ensure alignment between performance metrics and operational priorities.
- Drive continuous improvement by identifying performance trends, root causes, and actionable recommendations.
- Manage and evolve performance monitoring tools, processes, and reporting frameworks.
- Enable scalability by streamlining processes, refining KPIs, and ensuring readiness for new lines of business or support channels.
- Deliver compelling data narratives through monthly business reviews and targeted performance deep-dives.
- Ensure change management efforts for new processes and tools are well-communicated, adopted, and measured for success.
- Interact with senior leaders, cross-functional partners, and external vendors; directly impact frontline team members and Chime members.
Requirements
- 3+ years of experience in contact center quality, performance management, or operational effectiveness in a large organization.
- Hands-on experience with Speech Analytics, including query design and optimization to drive performance insights.
- Proven success partnering with BPO vendors to drive measurable performance improvements.
- Strong analytical skills with the ability to translate data into insights and insights into action.
- Experience building and maintaining performance and quality scorecards, dashboards, or operational reporting.
- Comfort operating in a fast-paced, ambiguous environment with multiple global stakeholders.
- Exceptional organizational skills and project management experience.
- Excellent communication skills with the ability to influence at all levels of the organization.
- Willingness to travel domestically and internationally (approx. 15%).
