Program Manager, Training Governance

Job Description

DescriptionAbout the RoleChime 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 productSelf-service: Provide self-service and automated capabilities to help members solve their own problems; create community for members to support each otherExcellent 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.

In this role, you can expect to (responsibilities)Governance Frameworks & Quality StandardsEstablish 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 & AccountabilityPartner 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 & ReinforcementLead 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. To thrive in this role, you have (requirements)Bachelor’s degree required4+ years of experience in Learning & Development or Training Delivery, ideally in a BPO or large-scale support environmentStrong analytical skills with experience creating and reporting on training quality metrics and performance dataProven experience designing and implementing governance or quality assurance frameworks for training deliveryStrong understanding of adult learning principles and facilitation best practicesExceptional project management and stakeholder engagement skillsExperience with Learning Management Systems (LMS) and reporting toolsAbility to balance strategic thinking with hands-on execution in a fast-paced environmentDemonstrated experience and willingness to influence without authorityStrong collaboration skills and willingness to Team Up#LI-MM1 #LI-RemoteA little about usAt 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.

EWJD3