Program Manager, Performance Effectiveness New Remote, USA

Program Manager, Performance Effectiveness Remote, USA 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 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 What we offer for our full‑time, regular employees Our in‑office work policy is designed to keep you connected—four days a week in the office and Fridays from home for those near an office, plus team and company‑wide events depending on location. In‑office perks including backup child, elder, and/or pet care, plus a subsidized commuter benefit to support your regular commute. Competitive salary based on experience. 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. 1% of your time off to support local community organizations of your choice. Annual wellness stipend to use toward eligible wellness related expenses. 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 $15,000 lifetime reimbursement for egg freezing, fertility treatments, adoption, and more. In‑person and virtual events to connect with your fellow Chimers—cooking classes, guided meditations, music festivals, mixology classes, paint nights, and more. A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help millions unlock financial progress. Legal and Equal Opportunity Chime is proud to be an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, genetic information, veteran status, or any other legally protected basis under provincial, federal, state, and local laws, regulations, or ordinances. We will also consider qualified applicants with criminal histories in a manner consistent with the requirements of state and local laws.

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