Program Manager, QA at Chime

About the role

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 $105,000 and up to $145,000. 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.

In this role, you can expect to

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.

To thrive in this role, you have

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%).

A little about us

At Chime, we believe that everyone can achieve financial progress. We created Chime—a financial technology company, not a bank*—on the premise that core banking services should be helpful, easy, and free. Through our user-friendly tools and intuitive platforms, we empower our members to take control of their finances and work towards their goals. Whether it's starting a savings account, purchasing a first car or home, launching a business, or pursuing higher education, we're proud to have helped millions unlock their financial potential.

We're a team of problem solvers, dreamers, and builders with one shared obsession: our members. From day one, Chimers have worked tirelessly to out-hustle and out-execute competitors to bring our mission to life. Their grit and determination inspire us to work harder every day to deliver the very best experience possible. We each bring an owner's mindset to our work, refusing to be outdone and holding ourselves accountable to meet and exceed the highest bars for our teams, our company, and our members.

We believe in being bold, dreaming big, and taking risks, while also working together, embracing our diverse perspectives, and giving each other honest feedback. Our culture remains deeply entrepreneurial, encouraging every Chimer to see themselves as stewards of our mission to help everyday Americans unlock their financial progress.

We know that to achieve our mission, we must earn and keep people's trust—so we hold ourselves to the highest standards of integrity in everything we do. These aren't just words on a wall—our values are embedded in every aspect of our business, serving as a north star that guides us as we work to help millions achieve their financial potential.

Because if we don't—who will?

*Chime is a financial technology company, not a bank. Banking services provided by The Bancorp Bank, N.A. or Stride Bank, N.A., Members FDIC.

What we offer for our full-time, regular employees

🏢 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**

**Perks also available to Chime Interns.

We know that great work can’t be done without a diverse team and inclusive environment. That’s why we specifically look for individuals of varying strengths, skills, backgrounds, and ideas to join our team. We believe this gives us a competitive advantage to better serve our members and helps us all grow as Chimers and individuals.

Chime is proud to be an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, genetic information, veteran status, or any other legally protected basis under provincial, federal, state, and local laws, regulations, or ordinances. We will also consider qualified applicants with criminal histories in a manner consistent with the requirements of state and local laws, including the San Francisco Fair Chance Ordinance, Cook County Ordinance, NYC Fair Chance Act, and the LA City Fair Chance Ordinance, and consistent with Canadian provincial and federal laws. If you have a disability or special need that requires accommodation during any stage of the application process, please contact: benefits@chime.com.

To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice.

Program Manager, QA

Job Description

A little about us

What we offer for our full-time, regular employees