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Salary: USD 105,000 - 145,000 / annual
Chime is hiring a Program Manager, Performance Effectiveness to improve how the company measures, manages, and drives performance across its Member Experience organization. You will work closely with BPO (Business Process Outsourcing) partners, operational leaders, and cross-functional teams to transform performance data into meaningful improvements for frontline teams and members.
Key responsibilities include:
- Build and operationalize scalable performance effectiveness frameworks across BPO teams, including consistent scorecards and evaluation methodologies
- Partner with BPO vendors and internal operational leaders to identify performance gaps, drive accountability, and improve outcomes
- Analyze manual audits, speech analytics, and operational reporting to uncover trends and turn insights into actionable recommendations
- Develop and maintain performance dashboards, scorecards, and business review materials that help leadership make informed decisions
- Identify opportunities to continuously improve processes, performance monitoring tools, and member experience workflows
- Collaborate with operations, analytics, Member Experience, and other business teams to align performance strategy and execution
- Help improve the adoption and effectiveness of performance evaluation tools, including opportunities to leverage automation and AI-driven capabilities
This is a high-impact opportunity to build scalable performance frameworks and influence operational strategy through analytics, automation, and continuous improvement. You will also help shape how Chime uses emerging AI-driven evaluation tools to improve quality and operational effectiveness at scale.
REQUIREMENTS:
- 3+ years of experience in contact center quality, performance management, or operational effectiveness
- Demonstrated success driving measurable performance improvements with BPO vendors or internal operations teams
- Strong analytical skills and ability to translate complex data into clear, actionable recommendations
- Experience building or managing performance scorecards, dashboards, or reporting frameworks that help teams make better decisions
- Ability to navigate ambiguity and partner effectively with stakeholders across global teams
- Strong organizational, project management, and communication skills, with experience driving cross-functional initiatives
- Nice to have: Experience working with AI/ML-driven evaluation systems, such as LLM-based scoring, automation tools, or classification models
