Program Manager, Performance Effectiveness

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 opportuni