Performance Analytics Lead, Disability Hub MN

Intuit, Inc.; Seattle (WA); Remoto; USD 85.000 - 130.000; Tempo pieno

Descrizione del lavoro

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

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Performance management

Quality assurance

Data analysis

Operations leadership

Formazione

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

Strumenti

Power BI

Descrizione del lavoro

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