Strategic Performance & Continuous Improvement Lead

International Business Machines Corporation; Dallas (TX); On-site; USD 110,000 - 140,000; Full time

Job summary

International Business Machines Corporation (IBM) seeks a Senior Performance Manager to drive contractual performance across inbound voice, chat, email, and back‑office operations for IBM‑managed and vendor‑managed centers. You will identify gaps, coach delivery managers, and ensure KPIs and SLAs are met while leading continuous improvement initiatives.

The role requires strong analytical, coaching, and cross‑functional leadership abilities, with proven experience in telecom customer service

Qualifications

• Experience in contact center operations, BPO performance management, or related leadership roles.
• Strong understanding of Telecom customer service operations and KPI management.
• Experience in multi-site or vendor management preferred.
• Strong analytical skills and proficiency in MS Excel, PowerPoint, and PowerBI.
• Experience in quality frameworks, change management, and continuous improvement.
• Strong communication, client-facing, and interpersonal skills.

Responsibilities

• Monitor operational performance across IBM and Vendor sites for all channels (IB, Chat, Email, Back Office).
• Identify performance gaps, conduct root‑cause analysis, and coach Delivery Managers on improvement plans.
• Ensure all contractual KPIs and SLAs are met or exceeded, including quality, CSAT, AHT, productivity, and compliance metrics.
• Identify opportunities for operational efficiency and process optimization.
• Implement best practices, process redesign, and standard operating procedures across centers.
• Support change management initiatives to embed new ways of working.
• Prepare accurate performance dashboards and insights for internal leadership and client reviews.
• Ensure timely and accurate reporting of performance metrics, governance outputs, and compliance audits.
• Partner with Vendor Operations leaders to align performance management standards.
• Support vendor calibration, governance reviews, and remediation plans.
• Ensure Vendors comply with IBM’s delivery framework and contractual expectations.
• Support execution of transition projects, including training, knowledge transfer, and process stabilization.
• Coordinate with cross‑functional teams to minimize risks and ensure smooth go‑live.
• Work closely with Training & Quality teams to ensure skills readiness, certification completion, and quality governance.
• Support learning programs such as DPE Academy, Transformation Consultancy, and DPE Certification.
• Serve as a performance point of contact for the client.
• Support client calls, business reviews, deep dives, and performance discussions.
• Ensure proactive communication of risks, issues, achievements, and recommendations.

Skills

Analytical skills

Communication

Leadership

Problem solving

Tools

MS Excel

PowerPoint

PowerBI

Genesys

Avaya

Salesforce

NICE

ServiceNow

Job description

International Business Machines Corporation (IBM) seeks a Senior Performance Manager to drive contractual performance across inbound voice, chat, email, and back‑office operations for IBM‑managed and vendor‑managed centers. You will identify gaps, coach delivery managers, and ensure KPIs and SLAs are met while leading continuous improvement initiatives.

The role requires strong analytical, coaching, and cross‑functional leadership abilities, with proven experience in telecom customer service