Chime Financial, Inc
ProgramManager,PerformanceEffectiveness
“Program Manager, Performance Effectiveness at Chime Financial, Inc. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement. Build and operationalize scalable performance effectiveness frameworks across BPO teams. Partner with BPO vendors and internal stakeholders to identify trends, drive accountability, and improve operational outcomes”
Industry & Context.
analytical skills with the ability to translate insights into actionable recommendations; Ability to navigate ambiguity
What They're Looking For.
Must Have
3+ years of experience in contact center quality, performance management, or operational effectiveness, Experience working with or alongside AI/ML-driven evaluation systems such as LLM-based scoring, automation tools, or classification models, Proven experience driving measurable improvements with BPO vendors or internal operations teams, analytical skills with the ability to translate insights into actionable recommendations, Experience building or managing performance scorecards, dashboards, or reporting frameworks, Ability to navigate ambiguity and effectively partner across global stakeholders, organization, project management, and communication skills
What You'll Do.
Build and operationalize scalable performance effectiveness frameworks across BPO teams
Partner with BPO vendors and internal stakeholders to identify trends
and improve operational outcomes
Leverage multiple data sources - including manual audits
and operational reporting - to deliver actionable insights
Develop and maintain performance scorecards
and business review materials for leadership stakeholders
Identify opportunities for continuous improvement across processes
and member experience workflows
Collaborate cross-functionally with operations
and business teams to align on performance strategy and execution
Help drive adoption and effectiveness of performance monitoring tools and evaluation methodologies
How You'll Work.
Team & Collaboration
partner closely with cross-functional stakeholders; partner with BPO vendors and internal stakeholders; Collaborate cross-functionally with operations, analytics, member experience, and business teams; partner across global stakeholders
Communication Scope
communication skills
Process & Methodology
project management
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