[Remote] Program Manager, Performance Effectiveness

Note: The job is a remote job and is open to candidates in USA. Chime is a financial technology company focused on helping individuals achieve financial progress. They are seeking a Program Manager, Performance Effectiveness to enhance performance measurement and improvement across their Member Experience organization by collaborating with various stakeholders and driving continuous improvement initiatives.ResponsibilitiesBuild and operationalize scalable performance effectiveness frameworks across BPO teamsPartner with BPO vendors and internal stakeholders to identify trends, drive accountability, and improve operational outcomesLeverage multiple data sources - including manual audits, speech analytics, and operational reporting - to deliver actionable insightsDevelop and maintain performance scorecards, dashboards, and business review materials for leadership stakeholdersIdentify opportunities for continuous improvement across processes, tooling, and member experience workflowsCollaborate cross-functionally with operations, analytics, member experience, and business teams to align on performance strategy and executionHelp drive adoption and effectiveness of performance monitoring tools and evaluation methodologiesSkills3+ years of experience in contact center quality, performance management, or operational effectivenessExperience working with or alongside AI/ML-driven evaluation systems such as LLM-based scoring, automation tools, or classification modelsProven experience driving measurable improvements with BPO vendors or internal operations teamsStrong analytical skills with the ability to translate insights into actionable recommendationsExperience building or managing performance scorecards, dashboards, or reporting frameworksAbility to navigate ambiguity and effectively partner across global stakeholdersStrong organization, project management, and communication skillsBenefitsFull-time employees are also eligible for a bonus, competitive equity package, and benefits.🏢 Our in-office work policy is designed to keep you connected - with four days a week in the office and Fridays from home for those near one of our offices, plus team and company-wide events depending on location.Whether you’re coming in regularly or are part of our fully remote program, you’ll stay engaged with your work and teammates.💻 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 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!Company OverviewChime is a financial technology company that offers mobile banking services. It was founded in 2012, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.chime.com.