- Company: Chime
- Location: Remote, USA
- Job type: Full-time
- Salary: $105,000 – $145,000
About the role
Chime is seeking a Program Manager, Performance Effectiveness to enhance how performance is measured and managed across the Member Experience organization. In this remote position, you will collaborate with BPO partners, operational leaders, and cross-functional teams to convert performance data into meaningful improvements for frontline teams and members. This role offers a high-impact opportunity to build scalable performance frameworks and influence operational strategy through analytics, automation, and continuous improvement. You will also help shape the use of emerging AI-driven evaluation tools to improve quality and operational effectiveness at scale.
Responsibilities
- 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.
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 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.
Pay and benefits
The base salary for this role is $105,000 to $145,000. Full-time employees may also be eligible for bonuses, competitive equity, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience. Chime offers comprehensive health, financial, and wellbeing benefits, generous vacation policies, paid parental leave, and an annual wellness stipend.
How to apply
Apply directly on Chime’s own careers website. Omadaily never charges job seekers.
