Program Manager, Performance Effectiveness
New
C
ChimeFinancial technology
Location: Remote, USAFull-TimeManager
Salary$105,000 — $145,000 USD
Apply NowOpens the employer's application page
Job Details
- Experience
- 3+ years of experience in contact center quality, performance management, or operational effectiveness.
- Required Skills
- Project ManagementData Analysis
Requirements
- Bring 3+ years of experience in contact center quality, performance management, or operational effectiveness.
- Demonstrate success driving measurable performance improvements with BPO vendors or internal operations teams.
- Translate complex data into clear, actionable recommendations.
- Have experience building or managing performance scorecards, dashboards, or reporting frameworks.
- Navigate ambiguity and partner effectively with stakeholders across global teams.
- Bring organizational, project management, and communication skills, with experience driving cross-functional initiatives.
- Experience with AI/ML-driven evaluation systems, such as LLM-based scoring, automation tools, or classification models, is nice to have.
Responsibilities
- Build and operationalize performance frameworks, scorecards, and evaluation methodologies across BPO teams.
- Partner with BPO vendors and operational leaders to identify performance gaps, drive accountability, and improve outcomes.
- Analyze manual audits, speech analytics, and operational reporting to identify trends and recommend actions.
- Develop and maintain performance dashboards, scorecards, and business review materials for leadership.
- Identify opportunities to improve processes, performance monitoring tools, and member experience workflows.
- Collaborate with operations, analytics, Member Experience, and other business teams to align performance strategy and execution.
- Improve adoption and effectiveness of performance evaluation tools, including automation and AI-driven capabilities.
View Full Description & ApplyYou'll be redirected to the employer's site
