Program Manager, Performance Effectiveness

About the role

For our client, we are seeking a Program Manager, Performance Effectiveness to join the team of a leader in the Business Services space. This role will shape and operationalize performance effectiveness frameworks that improve quality, accountability, and operational results across distributed service teams. You will partner closely with external vendors and internal leaders to analyze trends, strengthen evaluation practices, and translate performance data into clear action. The position also supports continuous improvement efforts by enhancing dashboards, review materials, and automation-enabled tools that help leaders make better decisions.

Responsibilities

• Build and operationalize scalable performance effectiveness frameworks across outsourced service teams.
• Partner with vendors and internal leaders to identify performance gaps and drive accountability.
• Analyze audits and operational reporting to uncover trends and provide actionable recommendations.
• Develop and maintain performance dashboards and business review materials for leadership.
• Identify opportunities for continuous improvement in processes and customer experience workflows.
• Collaborate with cross-functional teams to align performance strategy and execution.
• Enhance the adoption and effectiveness of performance evaluation tools, leveraging automation and AI.

Qualifications

• 3+ years in contact center quality, performance management, or operational effectiveness.
• Proven track record of driving measurable performance improvements with outsourced vendors or internal teams.
• Strong analytical skills to translate complex data into actionable insights.
• Experience building or managing performance scorecards and dashboards.
• Ability to navigate ambiguity and collaborate with global stakeholders.
• Excellent organizational, project management, and communication skills.
• Familiarity with AI/ML-driven evaluation systems is a plus.

Benefits

• Flexible in-office work policy with remote options on Fridays.
• Backup care benefits for children, elders, and pets.
• Comprehensive health, financial, and wellbeing benefits.
• Generous vacation policy and paid days off.
• 1% of time off to support local community organizations.
• Annual wellness stipend for eligible expenses.
• Up to 22 weeks of paid parental leave for birthing parents and 12 weeks for non-birthing parents.
• Access to family planning reimbursement.

Compensation

$105,000 – $145,000 annually

Location & schedule

Remote — US-based candidates only; no visa sponsorship available.