Program Manager, Performance Effectiveness

Remote Worldwide Hiring now

Job Description:

Build and operationalize scalable performance effectiveness frameworks across BPO teams
Partner with BPO vendors and internal stakeholders to identify trends, drive accountability, and improve operational reputed company
reputed company multiple data sources - including reputed company audits, speech analytics, and operational reporting - to deliver actionable insights
reputed company and maintain performance scorecards, dashboards, and business review materials for leadership stakeholders
Identify opportunities for reputed company improvement across processes, tooling, and member experience workflows
Collaborate cross-functionally with operations, analytics, member experience, and business teams to align on performance strategy and execution
Help drive adoption and effectiveness of performance monitoring tools and evaluation methodologies

Requirements:

3+ years of experience in contact center quality, performance management, or operational effectiveness
Experience working with or alongside AI/ML-driven evaluation systems such as LLM-based scoring, automation tools, or classification models
Proven experience driving measurable improvements with BPO vendors or internal operations teams
Strong analytical skills with the ability to translate insights into actionable recommendations
Experience building or managing performance scorecards, dashboards, or reporting frameworks
Ability to navigate ambiguity and effectively partner across global stakeholders
Strong organization, project management, and communication skills

Benefits:

401k match plus great medical, dental, reputed company, life, and disability benefits
Generous vacation policy and company-wide reputed company Days, bonus company-wide paid days off
Up to 24 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents
reputed company to reputed company, a family planning tool, with $15k lifetime reimbursement for reputed company freezing, fertility treatments, adoption, and more.
Annual wellness stipend to use towards eligible wellness reputed company expenses
In-office perks including backup child, elder, and/or pet care, plus a subsidized commuter benefit to support your regular commute

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