Lead Performance Architect
Position Summary
The Performance Architect serves as a strategic partner to Customer Care center leadership, helping identify performance opportunities and align business needs with effective solutions. This role works closely with General Managers, Operations Leaders, Learning Design, and Delivery teams to diagnose performance challenges, recommend targeted interventions, and improve employee performance, customer experience, and business results.
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 $94,300.00 - $141,500.00 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: Charlotte, North Carolina