Remote Program Manager, Performance Excellence

Ladders; United States; Remote; USD 105,000 - 145,000; Full time

Benefits offered by this job

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

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Quality management

Data analysis

Performance scorecards

Dashboards

Project management

Stakeholder collaboration

Tools

Dashboard software

AI/ML tools

Job description

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.