Chime Financial, Inc - Program Manager, Performance Effectiveness
Requirements
• ✨ 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 towards 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 $15k lifetime reimbursement for egg freezing, fertility treatments, adoption, and more. • 🎉 In-person and virtual events to connect with your fellow Chimers—think cooking classes, guided meditations, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too! • 💚 A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help millions unlock financial progress • We know that great work can’t be done without a diverse team and inclusive environment. That’s why we specifically look for individuals of varying strengths, skills, backgrounds, and ideas to join our team. We believe this gives us a competitive advantage to better serve our members and helps us all grow as Chimers and individuals.
Responsibilities
• 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 • 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 • #LI-EI1 #LI-Onsite
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