Program Manager, QA at Chime

About the Role

We are seeking a Performance Effectiveness Program Manager to own the performance framework that measures, evaluates, and improves how our BPO teams deliver exceptional service. This high-impact role will involve designing and overseeing programs that drive process adherence, compliance, and member satisfaction while scaling our Performance Effectiveness strategy globally.

Key Responsibilities

• →Lead a global performance program by overseeing operational scorecards, analytics, and insights for BPO teams
• →Partner with 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 performance monitoring tools, processes, and reporting frameworks
• →Enable scalability by streamlining processes, refining KPIs, and preparing for new business lines
• →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 and measured for success