Senior Performance & Process Improvement Lead (Multi-Site)

International Business Machines Corporation; Dallas (TX); On-site; USD 110,000 - 160,000; Full time

Job summary

International Business Machines Corporation (IBM) is seeking a Senior Performance Manager to ensure contractual performance across inbound voice, chat, email, and back-office operations. Based in Dallas, you will monitor KPIs, drive continuous improvement, and deliver data-driven insights for IBM and client reviews.

You will coach Delivery Managers on improvement plans, manage vendor partnerships, and support transition initiatives with strong analytics, reporting, and governance capabilities.

Qualifications

• Experience in BPO performance management or related leadership roles.
• Strong understanding of KPI management and SLAs.
• Excellent client-facing communication and cross-functional collaboration.
• Experience coordinating multi-site or vendor-led operations.

Responsibilities

• Monitor performance across IBM and Vendor sites for all channels.
• Identify gaps, perform root-cause analysis, coach Delivery Managers.
• Ensure KPIs, SLAs, quality, CSAT, AHT, productivity, and compliance metrics are met.
• Identify opportunities for operational efficiency and process optimization.
• Prepare performance dashboards and insights for leadership and client reviews.
• Coordinate with Vendor Operations to align standards and remediation plans.
• Support transition projects with training, knowledge transfer, and stabilization.
• Collaborate with Training & Quality teams to ensure readiness and governance.
• Serve as a performance contact for the client and communicate risks and achievements.

Skills

Performance management

Data analysis

Stakeholder management

MS Excel

PowerBI

Tools

MS Excel

PowerBI

PowerPoint

Genesys

Job description

International Business Machines Corporation (IBM) is seeking a Senior Performance Manager to ensure contractual performance across inbound voice, chat, email, and back-office operations. Based in Dallas, you will monitor KPIs, drive continuous improvement, and deliver data-driven insights for IBM and client reviews.

You will coach Delivery Managers on improvement plans, manage vendor partnerships, and support transition initiatives with strong analytics, reporting, and governance capabilities.