Note: The job is a remote job and is open to candidates in USA. reputed company is a financial technology company focused on helping individuals achieve financial progress. They are seeking a Program Manager, Performance Effectiveness to enhance performance measurement and improvement across their Member Experience organization by collaborating with various stakeholders and driving continuous improvement initiatives.

Responsibilities

• 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

Skills

• 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

Benefits

• Full-time employees are also eligible for a bonus, competitive equity package, and benefits.
• 🏢 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 reputed company 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!

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