Program Manager, Performance Effectiveness

Ladders; United States; A distancia; USD 105.000 - 145.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible remote work

Backup care for family and pets

Health, financial, and wellbeing perks

Generous vacation and paid days off

Parental leave with 1% time off for社区

Descripción de la vacante

Ladders is seeking a Program Manager, Performance Effectiveness to design and operationalize performance frameworks across distributed service teams. You will partner with vendors and internal leaders to translate data into actionable improvements, and support dashboards and automation-enabled tools for better leadership decisions.

Remote role for US-based candidates; compensation ranges from $105,000 to $145,000 annually, with benefits spanning health, wellbeing, and generous time-off policies.

Formación

• 3+ years in contact center quality or performance management.
• Proven ability to drive improvements with vendors or internal teams.
• Experience building performance scorecards and dashboards.
• Strong analytical skills to translate data into insights.

Responsabilidades

• Build scalable performance frameworks across outsourced teams.
• Partner with vendors to identify gaps and drive accountability.
• Analyze audits and reporting to uncover trends and actions.
• Develop dashboards and leadership materials.
• Improve processes and customer experience workflows.
• Collaborate across functions to align strategy and execution.
• Enhance evaluation tools with automation and AI.

Conocimientos

Quality management

Data analysis

Performance scorecards

Dashboards

Project management

Stakeholder collaboration

Herramientas

Dashboard software

AI/ML tools

Descripción del empleo

For our client, we are seeking a Program Manager, Performance Effectiveness to join the team of a leader in the Business Services space.

This role will shape and operationalize performance effectiveness frameworks that improve quality, accountability, and operational results across distributed service teams. You will partner closely with external vendors and internal leaders to analyze trends, strengthen evaluation practices, and translate performance data into clear action. The position also supports continuous improvement efforts by enhancing dashboards, review materials, and automation-enabled tools that help leaders make better decisions.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $105,000 – $145,000 annually

Responsibilities

• Build and operationalize scalable performance effectiveness frameworks across outsourced service teams.
• Partner with vendors and internal leaders to identify performance gaps and drive accountability.
• Analyze audits and operational reporting to uncover trends and provide actionable recommendations.
• Develop and maintain performance dashboards and business review materials for leadership.
• Identify opportunities for continuous improvement in processes and customer experience workflows.
• Collaborate with cross-functional teams to align performance strategy and execution.
• Enhance the adoption and effectiveness of performance evaluation tools, leveraging automation and AI.

Qualifications

• 3+ years in contact center quality, performance management, or operational effectiveness.
• Proven track record of driving measurable performance improvements with outsourced vendors or internal teams.
• Strong analytical skills to translate complex data into actionable insights.
• Experience building or managing performance scorecards and dashboards.
• Ability to navigate ambiguity and collaborate with global stakeholders.
• Excellent organizational, project management, and communication skills.
• Familiarity with AI/ML-driven evaluation systems is a plus.

Benefits

• Flexible in-office work policy with remote options on Fridays.
• Backup care benefits for children, elders, and pets.
• Comprehensive health, financial, and wellbeing benefits.
• Generous vacation policy and paid days off.
• 1% of time off to support local community organizations.
• Annual wellness stipend for eligible expenses.
• Up to 22 weeks of paid parental leave for birthing parents and 12 weeks for non-birthing parents.
• Access to family planning reimbursement.

Our client is an equal opportunity employer.