Program Manager, CCaaS Governance

About the Role

Chime is committed to modernizing its ecosystem, and this role is at the forefront of that effort. You will be responsible for ensuring that the CCaaS platform is implemented with strong governance guardrails, which will enable the company to sustain and scale its operations.

The ideal candidate for this role will have a deep understanding of CCaaS platforms, including Salesforce, and experience in building and maintaining governance frameworks that balance agility with compliance, reliability, and scale.

What You Will Do

• Lead governance and lifecycle management for Chime's CCaaS platform, ensuring clear standards for onboarding, integrations, support, and change management
• Partner cross-functionally across OMX, Engineering, Product, Trust & Safety, and vendors to deliver routing, telephony, and omnichannel initiatives in alignment with project milestones
• Translate business and operational needs into scalable program plans - balancing reliability today with extensibility for future automation and AI
• Establish and maintain program-level controls: timelines, risk management, dependency mapping, executive reporting, and compliance alignment
• Drive responsible onboarding of new tools and integrations into the contact center ecosystem, defining what “good” looks like from intake through sustainment
• Build and document governance guardrails that reduce single-threaded ownership and enable shared support models across Systems Enablement
• Champion operational readiness for Chime to sustain and scale by ensuring monitoring, documentation, knowledge transfer, and post-launch support models are in place before implementation milestones
• Collaborate with stakeholders to identify and prioritize areas for improvement and develop plans to address them
• Develop and maintain relationships with vendors and partners to ensure successful integration and operation of the CCaaS platform

What We Are Looking For

• 5+ years of experience leading large-scale technology or contact center transformation programs (CCaaS, CRM, or routing platforms preferred)
• Hands-on experience implementing or managing modern CCaaS platforms (e.g., Genesys Cloud, NICE, CXOne, Salesforce, or similar), with a strong understanding of routing, telephony, and omnichannel workflows
• Experience in building and maintaining contact center solutions, and comfort communicating the business case for change decisions and long-term value for investment
• Demonstrated success building governance frameworks that balance agility with compliance, reliability, and scale
• Experience translating technical solutions into clear business outcomes for operational and executive audiences
• Strong program management fundamentals - risk management, dependency tracking, stakeholder alignment, and executive-ready reporting
• A systems mindset: you think beyond “launch” and focus on lifecycle, sustainability, documentation, and shared ownership
• Adept at leveraging AI-powered tools and platforms for personal and professional use, and to act as a champion for AI adoption across teams
• Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams

Nice to Have

• Experience with Agile development methodologies and version control systems
• Knowledge of ITIL framework and service management best practices
• Certification in program management (e.g., PMP, Agile, Scrum)
• Experience with cloud-based contact center platforms and API integrations

Benefits and Perks

• Competitive salary and bonus structure
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) matching program
• Generous PTO and holiday policy
• Remote work stipend and equipment allowance
• Opportunities for professional growth and development
• Access to cutting-edge technology and tools
• Collaborative and dynamic work environment

• Develop a strong understanding of CCaaS platforms, including Salesforce, and be prepared to discuss your experience with these tools.
• Showcase your ability to build and maintain governance frameworks that balance agility with compliance, reliability, and scale.
• Be prepared to provide examples of your experience with program management fundamentals, including risk management and stakeholder alignment.
• Highlight your ability to communicate technical solutions into clear business outcomes for operational and executive audiences.
• Research Chime's company culture and values, and be prepared to discuss how your skills and experience align with these.
• Practice your problem-solving skills, as you may be presented with hypothetical scenarios during the interview process.
• Be prepared to discuss your experience with AI-powered tools and platforms, and how you have leveraged these in your previous roles.