Manager, Performance Intelligence

This is a fully remote position, open to applicants in Canada.

📋 Description

• Develop the performance intelligence framework for CXO: Establish the benchmarks for what constitutes "good" and "great" within the support workforce.

• Spearhead metric development for CXO: Challenge existing paradigms and enhance the methods used to measure performance across the support organization.

• Serve as the business partner to CXO's data and reporting framework: Identify the needs for the performance reporting tools that support leaders depend on.

• Manage the essential performance processes: Oversee the regular routines that ensure CXO's workforce is aligned and progressing positively.

• Transform performance data into actionable insights: Move beyond simple reporting to conduct in-depth analyses, identify trends, and provide proactive recommendations.

⛳️ Requirements

• Extensive experience in a role that demands analytics and operates in a complex environment, preferably within a call center, large-scale support, or workforce setting.

• A clear perspective on how performance should be evaluated within a support organization.

• Proven experience collaborating as a business partner with data or engineering teams.

• A history of ownership and enhancement of operational processes in a dynamic environment.

• Strong skills in cross-functional project management.

• A proactive approach and a commitment to maintaining high standards for personal performance.

🏝️ Benefits

• Comprehensive health benefits and life insurance

• Long-term group savings plan with employer matching, facilitated through Wealthsimple for Business

• 20 vacation days, 4 wellness days, and unlimited sick and mental health days annually

• Opportunity to work outside Canada for up to 90 days per year

• Access to employee resource groups such as Rainbow (2SLGBTQ), Women of WS, and Black at WS