Program Manager, Performance Effectiveness

About the role We're hiring a Program Manager, Performance Effectiveness to help improve how we measure, manage, and drive performance across the company's Member Experience organization. You'll work closely with BPO partners, operational leaders, and cross‑functional teams to turn performance data into meaningful improvements for our frontline teams and members. This is a high‑impact opportunity to build scalable performance frameworks and influence operational strategy through analytics, automation, and continuous improvement. You'll also help shape how we use emerging AI‑driven evaluation tools to improve quality and operational effectiveness at scale. In this role, you can expect to 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. To thrive in this role, you have 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 an 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. The 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. #LI-Remote #LI-AM1 Below is the base salary offered for this role and level of experience. Full‑time employees may also be eligible for bonus(es), competitive equity, and benefits. For commissioned roles, the base salary listed in this job description does not include incentive/variable pay. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience. Wage Notice $105,000—$145,000 USD A little about us At the company, we believe that everyone can achieve financial progress. We created the company—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? *the company 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 location. Whether you’re coming in regularly or are part of our fully remote program, you’ll stay engaged with your work and teammates. Benefits that support your work and life, including backup child, elder, and pet care and subsidized commuter benefits for eligible employees. Comprehensive health, financial, and wellbeing benefits designed to support you at every stage of life. Generous vacation policy and company‑wide paid days off 1% of your time off to support local community organizations of your choice Annual wellness stipend to use towards eligible wellness related expenses Up to 22 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non‑birthing parents Access to family planning reimbursement #J-18808-Ljbffr