Program Manager, Performance Effectiveness

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

📋 Description

• Develop and implement scalable performance effectiveness frameworks across BPO teams.

• Establish uniform scorecards and evaluation methodologies.

• Collaborate with BPO vendors and internal operational leaders to pinpoint performance gaps and enhance outcomes.

• Conduct analyses of manual audits, speech analytics, and operational reporting.

• Create and sustain performance dashboards, scorecards, and materials for business reviews.

• Identify chances to refine processes, performance monitoring tools, and member experience workflows.

• Work alongside operations, analytics, Member Experience, and various business teams.

• Enhance the adoption and effectiveness of performance evaluation tools through automation and AI-driven capabilities.

⛳️ Requirements

• Over 3 years of experience in contact center quality, performance management, or operational effectiveness.

• Proven success in driving measurable performance enhancements with BPO vendors or internal operations teams.

• Strong analytical abilities and proficiency in converting complex data into actionable recommendations.

• Experience in creating or managing performance scorecards, dashboards, or reporting frameworks.

• Capability to navigate uncertainty and collaborate with stakeholders across global teams.

• Excellent organizational, project management, and communication skills.

• Experience in leading cross-functional initiatives.

• Preferred: Familiarity with AI/ML-driven evaluation systems, LLM-based scoring, automation tools, or classification models.

🏝️ Benefits

• Full-time employees may qualify for bonuses, competitive equity, and benefits.

• Option for a fully remote program or a four-day workweek in the office with Fridays working from home for those near an office.

• Participation in team and company-wide events based on location.

• Backup care for children, elders, and pets.

• Subsidized commuter benefits for eligible employees.

• Comprehensive health, financial, and wellness benefits.

• Generous vacation policy and company-wide paid days off.

• 1% of time off dedicated to supporting local community organizations.

• Annual wellness stipend.

• Up to 22 weeks of paid parental leave for birthing parents, and 12 weeks for non-birthing parents.

• Family planning reimbursement.

• Opportunity to join a seasoned FinTech team and assist millions in achieving financial progress.