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 Chime'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 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.