Program Manager, Performance Effectiveness

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 outcomes
• Leverage multiple data sources - including manual audits, speech analytics, and operational reporting - to deliver actionable insights
• Develop and maintain performance scorecards, dashboards, and business review materials for leadership stakeholders
• Identify opportunities for continuous 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, vision, life, and disability benefits
• Generous vacation policy and company-wide Chime 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
• Access to Maven, a family planning tool, with $15k lifetime reimbursement for egg freezing, fertility treatments, adoption, and more.
• Annual wellness stipend to use towards eligible wellness related expenses
• In-office perks including backup child, elder, and/or pet care, plus a subsidized commuter benefit to support your regular commute