Disability Hub MN Performance Manager

Intuit, Inc.; Seattle (WA); Remote; USD 85,000 - 130,000; Full time

Job summary

Direct Interactions, headquartered in Seattle, seeks a Disability Hub MN Performance Manager to lead performance analytics and operational excellence, driving data-informed decision-making across the organization. This role is responsible for developing, implementing, and refining performance measurement frameworks that evaluate effectiveness at all levels.

By leveraging data analysis, reporting tools, and trend forecasting, the Performance Manager identifies opportunities to improve service

Qualifications

• Proven experience in performance management, quality assurance, data analysis, or operations leadership, preferably in a call center, human services, or regulated environment.
• Experience developing KPIs, dashboards, and reporting tools.
• Strong analytical skills with the ability to interpret complex data and translate findings into actionable strategies.
• Ability to influence change and drive accountability at all organizational levels.

Responsibilities

• Maintain and oversee documentation, including scoring methodologies, reporting standards, and procedural updates to ensure consistency, compliance, and audit readiness.
• Develop, implement, and oversee performance management frameworks, metrics, and reporting systems to track organizational effectiveness.
• Monitor KPIs, service levels, and quality benchmarks to ensure targets are consistently achieved.
• Analyze performance data and trends to identify gaps, risks, and opportunities for improvement.
• Provide actionable insights and recommendations to leadership based on data analysis.
• Collaborate with Operations and leadership teams to create and implement performance improvement plans.
• Lead quality assurance initiatives, including call monitoring, case reviews, and compliance audits.
• Ensure adherence to regulatory requirements, internal policies, Standards and Assurances, and contractual service standards.
• Support supervisors and managers in coaching and developing staff to improve productivity, quality, and customer experience.
• Prepare and present performance reports to senior leadership and stakeholders.
• Conduct root cause analysis to identify systemic performance barriers and partner with operations and systems teams to implement sustainable solutions.

Skills

Performance management

Quality assurance

Data analysis

Operations leadership

Education

Bachelor’s degree in Business Administration / Public Administration / Human Services

Tools

Power BI

Job description

Headquartered in Seattle, Direct Interactions runs contact centers across the country with a team of American representatives. Our commitment to social responsibility is reflected in our business practices, as we offer work-from-home opportunities to a diverse range of individuals, including those with disabilities, veterans, and military spouses. Direct Interactions collaborates with organizations to enhance public service by implementing innovative strategies and nurturing teams of empathetic individuals who leverage their personal experiences to guide others through complex challenges, resulting in tangible improvements in outcomes.

At Direct Interactions, our team is comprised of some of the most compassionate and skilled contact center professionals in the nation. By joining us, you will have the opportunity to positively impact the lives of individuals in need, knowing that your efforts have made a meaningful difference. Whether you have ample experience in contact centers or are just beginning your journey in this field, we are eager to get to know you better! Our focus is on the well-being of both our clients and our team members, recognizing that work is a significant part of life. Become a part of the DI family, where you can strike a balance between work and personal life. Collaborating with various organizations and states, we deliver top-notch service to customers. Our flexible scheduling ensures that you can maintain a healthy work-life equilibrium while contributing to our mission.

About the Position

The Disability Hub MN Performance Manager serves as a strategic leader in performance analytics and operational excellence, driving data-informed decision-making across the organization. This roleis responsible fordeveloping, implementing, and continuously refining performance measurement frameworks that evaluate individual, team, and organizational effectiveness. Byleveragingdata analysis, reporting tools, and trend forecasting, the Performance Manageridentifiesopportunities to improve service delivery, strengthen quality outcomes, and ensure compliance with Hub Standards and Assurances.

In close partnership with the HUB Director, operations and executive leadership, this position translates performance insights into actionable strategies that align with organizational goals and contractual requirements. The Performance Manager champions a culture of accountability and continuous improvement byestablishingclear metrics, monitoring key performance indicators, and guiding targeted interventions that enhance quality, consistency, and sustainable growth.

Key Responsibilities

• Maintain and oversee documentation, including scoring methodologies, reporting standards, and procedural updates to ensure consistency, compliance, and audit readiness.

• Develop, implement, and oversee performance management frameworks, metrics, and reporting systems to track organizational effectiveness.

• Monitor key performance indicators (KPIs), service levels, and quality benchmarks to ensure targets are consistently achieved.

• Analyze performance data and trends toidentifygaps, risks, and opportunities for improvement.

• Provide actionable insights and recommendations to leadership based on data analysis.

• Collaborate with Operations and leadership teams to create and implement performance improvement plans.

• Lead quality assurance initiatives, including call monitoring, case reviews, and compliance audits.

• Ensure adherence to regulatory requirements, internal policies, Standards and Assurances, and contractual service standards.

• Support supervisors and managers in coaching and developing staff to improve productivity, quality, and customer experience.

• Prepare and present performance reports to senior leadership and stakeholders.

• Conduct root cause analysis toidentifysystemic performance barriers and partner with operations and systems teams to implement sustainable solutions.

Requirements

• Proven experience in performance management, quality assurance, data analysis, or operations leadership, preferably in a call center, human services, or regulated environment.

• Experience developing KPIs, dashboards, and reporting tools.

• Strong analytical skills with the ability to interpret complex data and translate findings into actionable strategies.

• Ability to influence change and drive accountability at all organizational levels.

Qualifications

• Mustresidein Minnesota.

• Bachelor’s degree in business administration, Public Administration, Human Services, or a related field preferred (or equivalent experience).

• Employment is contingent upon successful completion of a criminal background check.

• Minimum of 3 years of progressive experience in performance management, quality assurance, data analysis, or operational leadership within a regulated, contact center, human services, or similar environment.

• Prior experience in a performance management or operational leadership role within a regulated environment preferred.

• Demonstrated ability to lead teams, develop staff, and implement performance improvement initiatives.

• Experience using reporting tools (Power BI, etc.)

• Demonstrated experience developing and managing performance frameworks, KPIs, dashboards, and reporting systems to support organizational decision-making.

• Strong analytical skills with the ability to interpret complex data,identifytrends and root causes, and translate findings into clear, actionable recommendations.