Program Manager, Performance Effectiveness

About This RoleAI processing…

Key Responsibilities

• 1
  Build and operationalize scalable performance effectiveness frameworks across BPO teams, including consistent scorecards and evaluation methodologies.
• 2
  Partner with BPO vendors and internal operational leaders to identify performance gaps, drive accountability, and improve outcomes.
• 3
  Analyze manual audits, speech analytics, and operational reporting to uncover trends and turn insights into actionable recommendations.
• 4
  Develop and maintain performance dashboards, scorecards, and business review materials that help leadership make informed decisions.
• 5
  Identify opportunities to continuously improve processes, performance monitoring tools, and member experience workflows.
• 6
  Collaborate with operations, analytics, Member Experience, and other business teams to align performance strategy and execution.
• 7
  Help improve the adoption and effectiveness of performance evaluation tools, including opportunities to leverage automation and AI-driven capabilities.

Requirements

• 3+ years of experience in contact center quality, performance management, or operational effectiveness.
• Demonstrated success driving measurable performance improvements with BPO vendors or internal operations teams.
• Strong analytical skills and an ability to translate complex data into clear, actionable recommendations.
• Experience building or managing performance scorecards, dashboards, or reporting frameworks that help teams make better decisions.
• The ability to navigate ambiguity and partner effectively with stakeholders across global teams.
• Strong organizational, project management, and communication skills, with experience driving cross-functional initiatives.
• Nice to have: Experience working with AI/ML-driven evaluation systems, such as LLM-based scoring, automation tools, or classification models.

Perks & Benefits