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
To thrive in this role, you have
3+ years of experience in contact center quality, performance management, or operational effectiveness
Experience working with or alongside AI/ML-driven evaluation systems such as LLM-based scoring, automation tools, or classification models
Proven experience driving measurable improvements with BPO vendors or internal operations teams
Strong analytical skills with the ability to translate insights into actionable recommendations
Experience building or managing performance scorecards, dashboards, or reporting frameworks
Ability to navigate ambiguity and effectively partner across global stakeholders
Strong organization, project management, and communication skills
#LI-EI1 #LI-Onsite
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
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. 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.
