Program Manager, Performance Effectiveness

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.