Remote: Performance Analytics Program Manager

Chime; United States; A distancia; USD 105.000 - 145.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Generous vacation policy

Wellbeing benefits

Wellness stipend

Remote-friendly program

Descripción de la vacante

Chime is hiring a Program Manager, Performance Effectiveness to enhance how we measure, manage, and improve performance across the Member Experience organization. You will work with BPO partners, operational leaders, and cross-functional teams to turn analytics into scalable improvements for frontline teams and members.

You will help shape performance frameworks, dashboards, and evaluation tools, with emphasis on AI-driven capabilities to elevate quality and efficiency at scale.

Formación

• 3+ years of experience in contact center quality, performance management, or operational effectiveness.
• Proven track record driving measurable performance improvements with vendors or internal teams.
• Strong ability to translate data into actionable recommendations.

Responsabilidades

• Build scalable performance frameworks across BPO teams with scorecards and evaluation methods.
• Partner with BPO vendors and leaders to identify gaps, drive accountability, and improve outcomes.
• Analyze audits, speech analytics, and reporting to uncover trends and suggest actions.
• Develop and maintain dashboards, scorecards, and leadership materials for decisions.
• Identify opportunities to improve processes, monitoring tools, and member experience workflows.
• Collaborate with operations, analytics, Member Experience, and other teams to align strategy.
• Support adoption of AI-driven evaluation tools and automation.

Conocimientos

Performance management

Data analysis

Stakeholder collaboration

Project management

Communication

Ambiguity navigation

AI/ML familiarity

Descripción del empleo

Chime is hiring a Program Manager, Performance Effectiveness to enhance how we measure, manage, and improve performance across the Member Experience organization. You will work with BPO partners, operational leaders, and cross-functional teams to turn analytics into scalable improvements for frontline teams and members.

You will help shape performance frameworks, dashboards, and evaluation tools, with emphasis on AI-driven capabilities to elevate quality and efficiency at scale.