Program Manager, QA

Chime Financial, Inc

29d•$103,680 - $144,000•Hybrid

About The Position

As the Performance Effectiveness Program Manager, you will own the performance framework that measures, evaluates, and improves how our BPO teams deliver exceptional service. You’ll design and oversee programs that drive process adherence, compliance, and member satisfaction while ensuring our Performance Effectiveness strategy scales across a global network. This is a high-impact, high-visibility role interacting with senior leaders, cross-functional partners, and external vendors. Your work—spanning program design, insights generation, stakeholder alignment, and continuous improvement—will directly impact thousands of frontline team members and millions of Chime members. The base salary offered for this role and level of experience will begin at $103,680 and up to $144,000. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.

Requirements

3+ years of experience in contact center quality, performance management, or operational effectiveness in a large organization.
Hands-on experience with Speech Analytics, including query design and optimization to drive performance insights
Proven success partnering with BPO vendors to drive measurable performance improvements.
Strong analytical skills with the ability to translate data into insights and insights into action.
Experience building and maintaining performance and quality scorecards, dashboards, or operational reporting.
Comfort operating in a fast-paced, ambiguous environment with multiple global stakeholders.
Exceptional organizational skills and project management experience.
Excellent communication skills with the ability to influence at all levels of the organization.
Willingness to travel domestically and internationally (approx. 15%).

Responsibilities

Lead a global performance program by overseeing operational scorecards, analytics, and insights for BPO teams.
Partner with Vendor Operations, Training, Member Experience, and other cross-functional teams to ensure alignment between performance metrics, operational priorities, and member experience goals.
Drive continuous improvement by identifying performance trends, root causes, and actionable recommendations.
Manage and evolve our performance monitoring tools, processes, and reporting frameworks.
Enable scalability by streamlining processes, refining KPIs, and ensuring readiness for new lines of business or support channels.
Deliver compelling data narratives through monthly business reviews and targeted performance deep-dives.
Ensure change management efforts for new processes and tools are well-communicated, adopted, and measured for success.

Benefits

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.
In-office perks including backup child, elder, and/or pet care, plus a subsidized commuter benefit to support your regular commute
Competitive salary based on experience
401k match plus great medical, dental, vision, life, and disability benefits
Generous vacation policy and company-wide Chime Days, bonus 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 24 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents
Access to Maven, a family planning tool, with $15k lifetime reimbursement for egg freezing, fertility treatments, adoption, and more.
In-person and virtual events to connect with your fellow Chimers—think cooking classes, guided meditations, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too!
A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help millions unlock financial progress