Program Manager, Performance Effectiveness

About the role

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.

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.

In this role, you can expect to

• Build and operationalize scalable performance effectiveness frameworks across BPO teams
• Partner with BPO vendors and internal stakeholders to identify trends, drive accountability, and improve operational outcomes
• Leverage multiple data sources - including manual audits, speech analytics, and operational reporting - to deliver actionable insights
• Develop and maintain performance scorecards, dashboards, and business review materials for leadership stakeholders
• Identify opportunities for continuous improvement across processes, tooling, and member experience workflows
• Collaborate cross-functionally with operations, analytics, member experience, and business teams to align on performance strategy and execution
• Help drive adoption and effectiveness of performance monitoring tools and evaluation methodologies

To thrive in this role, you have

• 3+ years of experience in contact center quality, performance management, or operational effectiveness
• Experience working with or alongside AI/ML-driven evaluation systems such as LLM-based scoring, automation tools, or classification models
• Proven experience driving measurable improvements with BPO vendors or internal operations teams
• Strong analytical skills with the ability to translate insights into actionable recommendations