Program Manager, Performance Effectiveness

## About the Role As a Program Manager, Performance Effectiveness at Chime, you will play a pivotal role in scaling and evolving the company's approach to measuring, improving, and operationalizing performance across the Member Experience organization. This role entails building frameworks, generating actionable insights, and driving continuous improvement initiatives that directly impact both frontline teams and member experience. Your expertise will be crucial in influencing operational strategy at scale through data, tooling, and performance optimization.

The Member Experience organization is at the forefront of Chime's commitment to delivering exceptional service to its members. As such, this role requires close collaboration with cross-functional stakeholders, BPO partners, and senior leaders to ensure that performance effectiveness is embedded across all aspects of the organization.

The role is remote, allowing you to work from anywhere in the USA, and offers the opportunity to join a team that is passionate about using technology to improve financial lives.

## What You Will Do - Build and operationalize scalable performance effectiveness frameworks across BPO teams to drive consistent and high-quality member experiences.

• Partner with BPO vendors and internal stakeholders to identify trends, drive accountability, and improve operational outcomes, ensuring that performance metrics are met and exceeded.
• Leverage multiple data sources, including manual audits, speech analytics, and operational reporting, to deliver actionable insights that inform business decisions.
• Develop and maintain performance scorecards, dashboards, and business review materials for leadership stakeholders, ensuring transparency and visibility into performance metrics.
• Identify opportunities for continuous improvement across processes, tooling, and member experience workflows, driving a culture of innovation and excellence.
• Collaborate cross-functionally with operations, analytics, member experience, and business teams to align on performance strategy and execution, ensuring a cohesive approach to performance management.
• Help drive adoption and effectiveness of performance monitoring tools and evaluation methodologies, staying abreast of industry trends and best practices.
• Develop and implement training programs for frontline teams to enhance their skills and knowledge, driving performance improvement and member satisfaction.
• Conduct regular business reviews with stakeholders to discuss performance, provide insights, and recommend areas for improvement.

## What We Are Looking For - 3+ years of experience in contact center quality, performance management, or operational effectiveness, with a proven track record of driving measurable improvements.

• Experience working with or alongside AI/ML-driven evaluation systems, such as LLM-based scoring, automation tools, or classification models.
• Proven experience driving continuous improvement initiatives and implementing process enhancements that result in significant operational efficiencies.
• Strong analytical skills, with the ability to translate insights into actionable recommendations that drive business outcomes.
• Excellent communication and interpersonal skills, with the ability to partner effectively with cross-functional teams and stakeholders.
• Experience with data analysis and visualization tools, such as Tableau or Power BI, to drive data-driven decision-making.
• Strong project management skills, with the ability to prioritize tasks, manage multiple projects, and meet deadlines.
• Bachelor's degree in a related field, such as Business Administration, Operations Management, or Data Science.

## Nice to Have - Experience with agile methodologies and project management tools, such as Jira or Asana.

• Knowledge of cloud-based technologies, such as AWS or Azure, and their applications in performance management.
• Certification in a related field, such as Six Sigma or Lean, demonstrating expertise in process improvement and operational excellence.
• Experience working in a fast-paced, dynamic environment, with a high degree of adaptability and resilience.

## Benefits and Perks - Competitive salary and bonus structure, with opportunities for growth and professional development.

• Comprehensive benefits package, including medical, dental, and vision insurance, as well as a 401(k) matching program.
• Generous PTO policy, with flexible work arrangements to support work-life balance.
• Opportunities for professional growth and development, with access to training and education programs.
• Remote work stipend, to support the setup and maintenance of a home office.
• Access to the latest technologies and tools, to drive innovation and excellence in performance management.
• Collaborative and dynamic work environment, with a team of experienced professionals who are passionate about delivering exceptional results.

- Ensure your resume and cover letter highlight your experience with data analysis, performance management, and process improvement, as these skills are crucial for success in this role.

• Develop a portfolio that showcases your ability to drive continuous improvement initiatives and implement process enhancements, using specific examples and metrics to demonstrate impact.
• Prepare to discuss your experience with AI/ML-driven evaluation systems and how you have applied these technologies to drive business outcomes, highlighting your ability to stay abreast of industry trends and best practices.
• Research Chime's company culture and values, and be prepared to discuss how your skills and experience align with these, demonstrating your passion for delivering exceptional member experiences.
• Practice your communication and interpersonal skills, as the ability to partner effectively with cross-functional teams and stakeholders is essential for success in this role.
• Consider obtaining certifications in related fields, such as Six Sigma or Lean, to demonstrate expertise in process improvement and operational excellence, and to enhance your career prospects.