Program Manager, CCaaS Governance

We are hiring a Program Manager to join our Systems Enablement team within OMX Operations. As our CCaaS Program Manager, you will lead the governance, lifecycle, and operational extensibility of our contact center platform as we modernize our ecosystem.

This is not just a delivery role — it’s a foundational one. You’ll help ensure our CCaaS ecosystem (routing, telephony, omnichannel, and integrations) is implemented responsibly, supported reliably, and built to scale with strong governance guardrails. You’ll sit at the intersection of Operations, Product, Engineering, and vendors to make sure what we build today can be sustained and scaled tomorrow.

The base salary offered for this role and level of experience will begin at $112,000.00 and up to $155,000.00. 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.

• Lead governance and lifecycle management for our CCaaS platform, ensuring clear standards for onboarding, integrations, support, and change management
• Partner cross-functionally across OMX, Engineering, Product, Trust & Safety, and vendors to deliver routing, telephony, and omnichannel initiatives in alignment with project milestones
• Translate business and operational needs into scalable program plans - balancing reliability today with extensibility for future automation and AI
• Establish and maintain program-level controls: timelines, risk management, dependency mapping, executive reporting, and compliance alignment
• Drive responsible onboarding of new tools and integrations into the contact center ecosystem, defining what “good” looks like from intake through sustainment
• Build and document governance guardrails that reduce single-threaded ownership and enable shared support models across Systems Enablement
• Champion operational readiness for us to sustain and scale by ensuring monitoring, documentation, knowledge transfer, and post-launch support models are in place before implementation milestones

• 5+ years of experience leading large-scale technology or contact center transformation programs (CCaaS, CRM, or routing platforms preferred)
• Hands-on experience implementing or managing modern CCaaS platforms (e.g., Genesys Cloud, NICE, CXOne, Salesforce, or similar), with a strong understanding of routing, telephony, and omnichannel workflows
• Experience in building and maintaining contact center solutions, and comfort communicating the business case for change decisions and long-term value for investment
• Demonstrated success building governance frameworks that balance agility with compliance, reliability, and scale
• Experience translating technical solutions into clear business outcomes for operational and executive audiences
• Strong program management fundamentals - risk management, dependency tracking, stakeholder alignment, and executive-ready reporting
• A systems mindset: you think beyond “launch” and focus on lifecycle, sustainability, documentation, and shared ownership
• Adept at leveraging AI-powered tools and platforms for personal and professional use, and to act as a champion for AI adoption across teams

#LI-MM1 #LI-Remote

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.