Program Manager, Performance Effectiveness

The full job description

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. We each bring an owner's mindset to our work, refusing to be outdone and holding ourselves accountable to meet and exceed t