We are hiring for a Program Manager, Performance Effectiveness to help scale and evolve how we measure, improve, and operationalize performance across our Member Experience organization
As our Program Manager, you will partner closely with cross-functional stakeholders, BPO partners, and senior leaders to build frameworks, generate actionable insights, and drive continuous improvement initiatives that directly impact both frontline teams and member experience
This is a high-visibility role with the opportunity to influence operational strategy at scale through data, tooling, and performance optimization
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
Leverage multiple data sources - including manual audits, speech analytics, and operational reporting - to deliver actionable insights
Develop and maintain performance scorecards, dashboards, and business review materials for leadership stakeholders
Identify opportunities for continuous improvement across processes, tooling, and member experience workflows
Collaborate cross-functionally with operations, analytics, member experience, and business teams to align on performance strategy and execution
Help drive adoption and effectiveness of performance monitoring tools and evaluation methodologies
Benefits
Physical: We believe in taking care of your physical health, so as a Chimer you’ll get medical, dental, and vision insurance, as well as benefits to support your physical activity, family planning, and all of your little Chimers
Emotional: We know that staying healthy involves a lot more than doctor’s checkups. We partner with Modern Health to help you navigate your mental health, give monthly Take Care of Yourself Days, and want you to take time off when you need it
Financial: We want Chimers to save and feel financially supported, so we offer savings plans with competitive matching, as well as access to financial planning and legal assistance so that you can find your financial peace of mind
Social: We’ll celebrate your milestones together with travel stipends, swag, and high-fives and make sure you’re connected to fellow Chimers through our Chime Resource Groups (CRGs) and company events
Chime