Manager II, Performance Integrity Office

The Blue Venture Fund; United States; On-site; USD 144,000 - 155,000; Full time

Job summary

F-Prime Capital is seeking a Manager II for the Performance Integrity Office, responsible for leading a team focused on operational excellence and quality governance. This role includes managing performance metrics, driving process improvements, and ensuring compliance with defined standards.

The ideal candidate will have a solid background in performance integrity, excellent team leadership skills, and a commitment to fostering client relationships. This position is remote in the United States, offering a competitive salary and a focus on team development.

Qualifications

• Experience in performance integrity and quality governance.
• Strong knowledge of SLA and KPI targets.
• Ability to lead root cause analysis and corrective actions.

Responsibilities

• Lead and manage a team to ensure operational excellence.
• Drive performance adherence and implement process improvements.
• Manage stakeholder relationships and client communications.

Skills

Operational excellence

Quality governance

Process improvement

Stakeholder relationship management

Team leadership

Education

Bachelor's degree or equivalent

Job description

Manager II, Performance Integrity Office

Job Locations: US-Remote

ID: 2026-7983

Category: Customer Success

Position Type: Full-Time

Overview

Role Purpose

To lead and manage a team in delivering operational excellence through rigorous performance integrity, quality governance, and continuous process improvement, ensuring SLA and KPI targets are consistently met, compliance standards are upheld, and corrective actions are systematically executed. The role drives a culture of accountability, transparent communication, and disciplined process adherence while developing team capability and maintaining strong stakeholder relationships.

Key Responsibilities

Performance Integrity & Quality Governance

• Own and enforce adherence to quality standards across the team; ensure leads conduct regular quality checks and provide structured, actionable feedback
• Lead root cause analysis (RCA) following all major incidents or escalations; drive corrective and preventive action (CAPA) plans through to completion
• Monitor team output, productivity, and compliance metrics in real time, escalating risks proactively
• Ensure zero-tolerance approach to SOP non-compliance; identify gaps and implement sustainable corrective measures

Process Improvement & Optimization

• Proactively identify opportunities to improve service levels, reduce process defects, and eliminate cost inefficiencies
• Collaborate with clients and internal teams to close process gaps and implement durable solutions
• Promote technology and innovation as levers for process improvement; introduce new standards and best practices
• Update SOPs and job aids on a weekly basis to reflect current process and regulatory requirements
• Lead complex, multi-component improvement projects, breaking them into executable components and guiding the team through delivery

Operations & SLA Management

• Ensure the team handles all work received and meets defined SLA commitments
• Conduct capacity planning aligned to demand and maintain operational continuity
• Make sound decisions on matters affecting customer satisfaction, compliance, and revenue generation

Stakeholder & Client Management

• Lead client and vendor calls; provide daily status updates and act immediately on flagged issues
• Escalate unresolved issues to appropriate individuals per established guidelines
• Own internal communications and change management for the function

Team Leadership & Development

• Set clear performance expectations; manage individual and team performance through regular coaching, feedback, and accountability conversations
• Deliver on‑floor training and one-on‑one mentorship for new joiners; support lead development
• Complete all mandatory training certifications on time and ensure team compliance with training requirements

Measures of Success

Performance Adherence

• 100% team adherence to quality standards, SLAs, and defined processes
• Number of SOP non‑compliance incidents (target: zero repeat violations)
• Zero client escalations; escalation response and resolution time where they occur
• On‑time completion rate for all mandatory training requirements across the team
• RCA completion rate following incidents, timeliness and quality of output

Process Improvement

• Number of process improvement initiatives identified and successfully implemented
• Measurable reduction in defect rates, rework, and process cycle times
• Cost and efficiency savings attributable to optimization efforts
• Frequency and quality of SOP and job aid updates
• Number of new ideas, best practices, or innovations introduced per quarter
• Rate of recurrence for issues with completed corrective actions

Geographic Responsibility

Geographic Responsibility: Remote, US

Type of Employment

Type of Employment: Full-time, permanent

FLSA Classification (USA Only)

FLSA Classification (USA Only): Exempt

Work Environment

• The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Work across multiple time zones in a hybrid or remote work environment.
• Long periods of time sitting and/or standing in front of a computer using video technology.
• May require travel dependent on company needs.

HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990. Candidates may be required to go through a pre‑employment criminal background check.

HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities.

The annual US base salary range for this position is $144,000 to $155,000. This salary range may cover multiple career levels at HealthEdge. Final compensation will be determined during the interview process and is based on a combination of factors including, but not limited to, your skills, experience, qualifications and education.