Program Manager, Performance Effectiveness New Remote, USA

Chime Enterprise; United States; Remote; USD 87,000 - 145,000; Full time

Benefits offered by this job

Backup child care

Backup elder care

Pet care assistance

Commuter benefits

Job summary

Chime is seeking a Program Manager, Performance Effectiveness to advance how we measure and improve performance across the Member Experience org. You’ll work with BPOs and internal teams to turn data into actionable changes, building scalable frameworks and exploring AI-driven evaluation tools for quality and efficiency.

You will develop dashboards, scorecards, and materials for leadership reviews, driving continuous process improvements and better member experiences at scale.

Qualifications

• 3+ years of experience in contact center quality, performance management, or operational effectiveness.
• Proven success driving measurable improvements with BPO vendors or internal operations teams.
• Strong analytical skills and ability to translate complex data into clear, actionable recommendations.
• Experience building or managing performance scorecards, dashboards, or reporting frameworks.
• Ability to navigate ambiguity and partner effectively with stakeholders across global teams.
• Strong organizational, project management, and communication skills.
• Nice to have: experience with AI/ML-driven evaluation systems, such as LLM-based scoring or automation tools.

Responsibilities

• 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.

Skills

Quality management

Performance analytics

Data visualization

BPO collaboration

Stakeholder management

Project management

AI/ML familiarity

Tools

Job description

Program Manager, Performance Effectiveness

Remote, USA

About the role

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.

Below is the base salary offered for this role and level of experience. Full-time employees may also be eligible for bonus(es), competitive equity, and benefits. For commissioned roles, the base salary listed in this job description does not include incentive/variable pay. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.

Wage Notice

$105,000 - $145,000 USD

A little about us

At Chime, we believe that everyone can achieve financial progress. We created Chime—a financial technology company, not a bank*—on the premise that core banking services should be helpful, easy, and free. Through our user-friendly tools and intuitive platforms, we empower our members to take control of their finances and work towards their goals. Whether it's starting a savings account, purchasing a first car or home, launching a business, or pursuing higher education, we're proud to have helped millions unlock their financial potential.

We're a team of problem solvers, dreamers, and builders with one shared obsession: our members. From day one, Chimers have worked tirelessly to out-hustle and out-execute competitors to bring our mission to life. Their grit and determination inspire us to work harder every day to deliver the very best experience possible.

We believe in being bold, dreaming big, and taking risks, while also working together, embracing our diverse perspectives, and giving each other honest feedback. Our culture remains deeply entrepreneurial, encouraging every Chimer to see themselves as stewards of our mission to help everyday Americans unlock their financial progress.

We know that to achieve our mission, we must earn and keep people's trust—so we hold ourselves to the highest standards of integrity in everything we do. These aren't just words on a wall—our values are embedded in every aspect of our business, serving as a north star that guides us as we work to help millions achieve their financial potential.

Because if we don't—who will?

*Chime is a financial technology company, not a bank. Banking services provided by The Bancorp Bank, N.A. or Stride Bank, N.A., Members FDIC.

What we offer for our full-time, regular employees

• 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.
• Benefits that support your work and life, including backup child, elder, and pet care and subsidized commuter benefits for eligible employees.
• Comprehensive health, financial, and wellbeing benefits designed to support you at every stage of life.
• Generous vacation policy and 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 22 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents
• Access to family planning reimbursement
• 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.

Chime is proud to be an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, genetic information, veteran status, or any other legally protected basis under provincial, federal, state, and local laws, regulations, or ordinances. We will also consider qualified applicants with criminal histories in a manner consistent with the requirements of state and local laws, including the San Francisco Fair Chance Ordinance, Cook County Ordinance, NYC Fair Chance Act, and the LA City Fair Chance Ordinance, and consistent with Canadian provincial and federal laws. If you have a disability or special need that requires accommodation during any stage of the application process, please contact: [e-mail] .

Chime Demographic Questions

At Chime we are committed to providing a welcoming and inclusive work environment, and that starts with our application process. To hold ourselves accountable for equitable and inclusive hiring practices, we ask candidates to voluntarily complete the following survey that helps us in our efforts to ensure equal employment opportunities.

We believe that diversity, equity, and belonging—DEB— is essential to our ability to help our diverse member base and continue delivering on our mission to provide them with financial peace of mind. Anyone who wants to work with us will be considered without regard to their race/ethnicity, religion, national origin, age, sex, marital status, ancestry, disability, gender identity, or sexual orientation.

Your responses will be reported in aggregate only. Please be assured that your responses (or choosing not to identify) will have zero impact on your candidacy; this information is maintained confidentially and always stored separately from your application.

This information will be stored in Greenhouse ( you can review Greenhouse’s privacy policy here ). Access inside Chime to this information is restricted to selected members of the People team, who are committed to keeping details confidential.. Greenhouse will retain this information, along with the rest of the information provided in your application, 18 months from your application date, after which all application information will be anonymized and stored only in that form. Once information is anonymized, neither we nor Greenhouse can determine the individual to whom it once belonged.