About the Role
Chime is building a world-class member service organization, and we believe member support should be built around 3 guiding principles:
- Frictionless product: Use member insights to mitigate member issues with a simple, transparent product
- Self-service: Provide self-service and automated capabilities to help members solve their own problems; create community for members to support each other
- Excellent support: When members do have to contact us, provide them with excellent service.
You are a proactive, detail-oriented learning professional with a passion for driving excellence in training delivery and governance. As the Learning Governance Lead, you’ll build and oversee the systems, standards, and processes that ensure high-quality training implementation across our BPO network.
You’ll design and operationalize governance frameworks that elevate facilitation, certification, and training execution quality. Once established, you’ll oversee their adoption and continuous improvement across BPO partners, ensuring consistent and measurable training excellence.
This role requires someone who thrives in a fast-moving environment and can move fluidly between strategy and execution. You’ll define quality standards, establish reporting mechanisms, and collaborate closely with the Learning Design (LD) team to ensure training quality insights translate into actionable improvement strategies.
The base salary offered for this role and level of experience will begin at $103,680.00 and up to $144,000.00. 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.
What You’ll Do:
Governance Frameworks & Quality Standards
- Establish and define Training efficacy across BPO sites and amongst internal stakeholders.
- Establish and manage governance frameworks that drive consistency and quality in training delivery across BPO sites that align to the established definition.
- Design and oversee a Trainer Certification program to maintain facilitation excellence.
- Support new site onboarding by defining governance standards and training setup processes.
- Launch and guide Training Excellence Leads at each site to ensure alignment with Chime’s standards.
Monitoring, Reporting & Accountability
- Partner with BPO training leads in weekly syncs and build evolving reporting to track training completion, engagement, feedback, and operational impact.
- Ensure accurate training enrollment and oversee access, scheduling, and adherence processes with BPO and WFM partners.
Continuous Improvement & Reinforcement
- Lead trainer observations and calibrations to maintain facilitation quality.
- Implement reinforcement frameworks that sustain learning transfer and performance gains.
- Develop and implement change management strategies that support adoption of governance standards and reinforce a culture of continuous improvement.
- Analyze delivery data to identify trends, risks, and improvement opportunities.
- Partner with the Learning team and key cross-functional partners to turn training quality and performance data into actionable insights that drive continuous improvement across content, facilitation, and environment.
What You’ll Bring
- Bachelor’s degree required
- 4+ years of experience in Learning & Development or Training Delivery, ideally in a BPO or large-scale support environment
- Strong analytical skills with experience creating and reporting on training quality metrics and performance data
- Proven experience designing and implementing governance or quality assurance frameworks for training delivery
- Strong understanding of adult learning principles and facilitation best practices
- Exceptional project management and stakeholder engagement skills
- Experience with Learning Management Systems (LMS) and reporting tools
- Ability to balance strategic thinking with hands-on execution in a fast-paced environment
- Demonstrated experience and willingness to influence without authority
- Strong collaboration skills and willingness to Team Up
#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.
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: [email protected].
To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice.
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