Program Manager, Performance Effectiveness

About the role

We are hiring for a Program Manager, Performance Effectiveness to help scale and evolve how we measure, improve, and operationalize performance across our Member Experience organization. As our Program Manager, you will partner closely with cross-functional stakeholders, BPO partners, and senior leaders to build frameworks, generate actionable insights, and drive continuous improvement initiatives that directly impact both frontline teams and member experience. This is a high-visibility role with the opportunity to influence operational strategy at scale through data, tooling, and performance optimization. The base salary offered for this role and level of experience will begin at $105,000 and up to $145,000. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.

In this role, you can expect to

  • 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

To thrive in this role, you have

  • 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

A little about us

At Chime, we believe that everyone can achieve financial progress. We created Chime—a financial technology company, not a bank*—on the premise that core banking services should be helpful, easy, and free. Through our user-friendly tools and intuitive platforms, we empower our members to take control of their finances and work towards their goals. Whether it's starting a savings account, purchasing a first car or home, launching a business, or pursuing higher education, we're proud to have helped millions unlock their financial potential. We're a team of problem solvers, dreamers, and builders with one shared obsession: our members. From day one, Chimers have worked tirelessly to out-hustle and out-execute competitors to bring our mission to life. Their grit and determination inspire us to work harder every day to deliver the very best experience possible.

We each bring an owner's mindset to our work, refusing to be outdone and holding ourselves accountable to meet and exceed the highest bars for our teams, our company, and our members.

We believe in being bold, dreaming big, and taking risks, while also working together, embracing our diverse perspectives, and giving each other honest feedback. Our culture remains deeply entrepreneurial, encouraging every Chimer to see themselves as stewards of our mission to help everyday Americans unlock their financial progress.

We know that to achieve our mission, we must earn and keep people's trust—so we hold ourselves to the highest standards of integrity in everything we do. These aren't just words on a wall—our values are embedded in every aspect of our business, serving as a north star that guides us as we work to help millions achieve their financial potential.

Because if we don't—who will?

*Chime is a financial technology company, not a bank. Banking services provided by The Bancorp Bank, N.A. or Stride Bank, N.A., Members FDIC.

What we offer for our full-time, regular employees

  • 🏢 Our in-office work policy is designed to keep you connected - with four days a week in the office and Fridays from home for those near one of our offices, plus team and company-wide events depending on lo
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