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Helping everyday people achieve financial peace of mind, together.
Program Manager – CCaaS Governance
Location
California
Posted
62 days ago
Salary
$112K - $155K / year
Seniority
Senior
Job Description
Program Manager – CCaaS Governance
Chime
• 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
Job Requirements
- 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
Benefits
- 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!
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People Leadership & Cross-Functional Collaboration - Lead, mentor, and develop finance team members (Finance Managers, Analysts, or Accountants as applicable). - Partner cross-functionally with Operations, Contracts, HR, Procurement, and Treasury. - Present financial results, risks, and recommendations to senior leadership. 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