Program Manager, Performance Effectiveness

<h2><span style="font-family: helvetica, arial, sans-serif;"><strong>About the role</strong></span></h2> <p><span style="font-family: helvetica, arial, sans-serif;">We are hiring for a Program Manager, Performance Effectiveness to help scale and evolve how we measure, improve, and operationalize performance across our Member Experience organization. As our Program Manager, you will partner closely with cross-functional stakeholders, BPO partners, and senior leaders to build frameworks, generate actionable insights, and drive continuous improvement initiatives that directly impact both frontline teams and member experience. This is a high-visibility role with the opportunity to influence operational strategy at scale through data, tooling, and performance optimization.</span></p> <p><span style="font-family: helvetica, arial, sans-serif;">The base salary offered for this role and level of experience will begin at $105,000 and up to $145,000. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.</span></p> <h2><span style="font-family: helvetica, arial, sans-serif;"><strong>In this role, you can expect to</strong></span></h2> <ul> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Build and operationalize scalable performance effectiveness frameworks across BPO teams</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Partner with BPO vendors and internal stakeholders to identify trends, drive accountability, and improve operational outcomes</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Leverage multiple data sources - including manual audits, speech analytics, and operational reporting - to deliver actionable insights</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Develop and maintain performance scorecards, dashboards, and business review materials for leadership stakeholders</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Identify opportunities for continuous improvement across processes, tooling, and member experience workflows</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Collaborate cross-functionally with operations, analytics, member experience, and business teams to align on performance strategy and execution</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Help drive adoption and effectiveness of performance monitoring tools and evaluation methodologies</span></li> </ul> <h2><span style="font-family: helvetica, arial, sans-serif;"><strong>To thrive in this role, you have</strong></span></h2> <ul> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">3+ years of experience in contact center quality, performance management, or operational effectiveness</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Experience working with or alongside AI/ML-driven evaluation systems such as LLM-based scoring, automation tools, or classification models</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Proven experience driving measurable improvements with BPO vendors or internal operations teams</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Strong analytical skills with the ability to translate insights into actionable recommendations</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Experience building or managing performance scorecards, dashboards, or reporting frameworks</span