Lead Performance Architect

Key Responsibilities

• Partner with Customer Care leaders to understand business priorities, operational goals, and performance challenges.
• Identify root causes of performance gaps through analysis, observations, call listening, and stakeholder engagement.
• Recommend and implement solutions that improve employee effectiveness and operational results.
• Collaborate with Learning Design and Delivery teams to develop and deploy performance solutions.
• Equip leaders with tools, insights, and strategies to strengthen coaching, accountability, and team performance.
• Utilize data, analytics, and operational metrics to identify trends, measure impact, and inform recommendations.
• Support change initiatives and reinforce adoption of new skills, behaviors, and processes.
• Share best practices and identify opportunities to drive continuous improvement across the organization.

Core Competencies

• Business Acumen
• Performance Consulting & Root Cause Analysis
• Strategic Problem Solving
• Data Analysis & Insights
• Stakeholder Management & Influencing Skills
• Coaching & Leader Development
• Change Management
• Learning & Performance Strategy
• Executive Communication
• Continuous Improvement Mindset

Preferred Qualifications

• Experience in customer care, contact center operations, learning and development, organizational effectiveness, or performance consulting.
• Strong analytical skills with the ability to translate data into actionable recommendations.
• Proven ability to influence leaders and drive results in a matrixed environment.
• Experience leading cross-functional initiatives and managing multiple priorities.
• Proficiency with Microsoft Office applications; experience with Power BI and workforce analytics tools preferred.

Pay

Our Lead Performance Architect jobs earn between $105,600.00 - $158,400.00 USD Annual.

Schedule

Individual starting salary within this range may depend on geography, experience, expertise, and education/training. Weekly Hours 40 Time Type Regular.

Location

Location: Chicago, Illinois.