Program Manager, Performance Effectiveness

Chime

Program Manager optimizing performance across BPO teams in Member Experience at Chime. Collaborating with stakeholders to drive operational effectiveness and continuous improvement.

Posted 5/20/2026full-timeRemote • California • 🇺🇸 United StatesMid-LevelSenior💰 $105,000 - $145,000 per yearWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

3+ years of experience in contact center quality, performance management, or operational effectiveness
Experience working with or alongside AI/ML-driven evaluation systems such as LLM-based scoring, automation tools, or classification models
Proven experience driving measurable improvements with BPO vendors or internal operations teams
Strong analytical skills with the ability to translate insights into actionable recommendations
Experience building or managing performance scorecards, dashboards, or reporting frameworks
Ability to navigate ambiguity and effectively partner across global stakeholders
Strong organization, project management, and communication skills

Benefits

Comp & perks

401k match plus great medical, dental, vision, life, and disability benefits
Generous vacation policy and company-wide Chime Days, bonus company-wide paid days off
Up to 24 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents
Access to Maven, a family planning tool, with $15k lifetime reimbursement for egg freezing, fertility treatments, adoption, and more.
Annual wellness stipend to use towards eligible wellness related expenses
In-office perks including backup child, elder, and/or pet care, plus a subsidized commuter benefit to support your regular commute

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

performance managementoperational effectivenessdata analysisperformance scorecardsdashboardsreporting frameworksAI/ML evaluation systemsLLM-based scoringautomation toolsclassification models

Soft Skills

analytical skillscommunication skillsproject managementorganizational skillscollaborationadaptabilitystakeholder managementcontinuous improvement mindsetproblem-solvingaccountability