Program Manager, Performance Effectiveness

📋 Description

• Build and operationalize scalable performance effectiveness frameworks across BPO teams, including
• Partner with BPO vendors and internal operational leaders to identify performance gaps, drive
• Analyze manual audits, speech analytics, and operational reporting to uncover trends and turn
• Develop and maintain performance dashboards, scorecards, and business review materials that help
• Identify opportunities to continuously improve processes, performance monitoring tools, and member
• Collaborate with operations, analytics, Member Experience, and other business teams to align

🎯 Requirements

• 3+ years of experience in contact center quality, performance management, or operational
• Demonstrated success driving measurable performance improvements with BPO vendors or internal
• Strong analytical skills and an ability to translate complex data into clear, actionable
• Experience building or managing performance scorecards, dashboards, or reporting frameworks that
• The ability to navigate ambiguity and partner effectively with stakeholders across global teams.
• Strong organizational, project management, and communication skills, with experience driving

🎁 Benefits

• In-office work policy: 4 days in office, Fridays from home for those near offices
• Backup child, elder, and pet care, subsidized commuter benefits
• Comprehensive health, financial, and wellbeing benefits
• Generous vacation policy and company-wide paid days off
• 1% of your time off to support local community organizations
• Annual wellness stipend