Chime · 1 day ago
Program Manager, QA
United States
Full-time
Remote
Mid Level
$104K/yr - $144K/yr
3+ years expChime is a financial technology company dedicated to helping individuals achieve financial progress. The Performance Effectiveness Program Manager will own the performance framework for BPO teams, focusing on process adherence, compliance, and member satisfaction while driving continuous improvement and stakeholder alignment.
BankingFinancial ServicesFinTech
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
Qualification
Required
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%)
Benefits
401k match
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!
Company
Chime
Chime is a financial technology company that offers mobile banking services.
1001-5000 employees
H1B Sponsorship
Chime has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
2020 (2)
Funding
Current Stage
Public CompanyTotal Funding
$2.77BKey Investors
Sequoia Capital Global EquitiesDST GlobalMenlo Ventures
2025-06-12IPO
2025-03-01Debt Financing· $475M
2023-07-28Secondary Market
Leadership Team
Chris Britt
Founder and CEO
Ryan King
Co-Founder
Recent News
Business Wire
2026-01-07
2026-01-03
Company data provided by crunchbase