Manager, Performance Intelligence

About the Role

This position is for a Manager, Performance Intelligence based in Canada, offered through a partner company who oversees all application and hiring procedures. The role centers on developing and leading performance intelligence capabilities tailored to support large-scale client operations, enabling smarter, data-driven decision-making.

You will convert complex operational data into actionable insights that enhance workforce efficiency, client satisfaction, and overall business results. Collaborating with operations leaders, data teams, and enablement functions, you will define success measurements and continuously evolve performance frameworks.

Key Responsibilities

• Construct and sustain a comprehensive performance intelligence framework detailing success indicators, performance benchmarks, and growth areas within the support organization.
• Create and manage reporting structures and operational processes that offer leadership clear perspectives on workforce output and business achievements.
• Lead the innovation and refinement of performance metrics, challenging traditional methodologies and enhancing measurement approaches when necessary.
• Collaborate with data, systems, and business units to establish reporting needs and develop effective dashboards and analytics solutions.
• Translate organizational challenges into actionable data projects and work with technical teams to implement enhancements.
• Manage ongoing performance activities, including workforce planning, progression assessments, and operational cycles.
• Analyze performance data to pinpoint trends, risks, and opportunities, providing proactive guidance to leadership.
• Perform advanced analyses to reveal insights beyond conventional reports, supporting strategic business decisions.
• Oversee cross-functional projects by aligning stakeholders, prioritizing requirements, and ensuring timely execution.
• Cultivate a workplace culture focused on accountability, continual improvement, and making decisions based on data.

Candidate Requirements

• Demonstrated background in analytics-driven roles within operationally complex settings, such as customer support centers, contact centers, or workforce operations.
• Expertise in performance measurement theory with a track record of designing impactful metrics that influence business outcomes.
• Experience collaborating with data, analytics, engineering, or system teams to develop comprehensive reporting and operational tools.
• Capability to convert business challenges into precise requirements and partner with technical personnel for solution delivery.
• Strong analytical competence to interpret complex datasets, detect patterns, and communicate actionable insights.
• Proven skills in managing and enhancing operational processes, business routines, and performance initiatives.
• Excellent project management abilities to coordinate multiple stakeholders and balance competing priorities.
• Outstanding communication and presentation skills to influence senior management and multidisciplinary teams.
• A proactive approach with strong ownership, a focus on accountability, and a drive for ongoing improvement.
• Ability to succeed in fast-moving environments while upholding high standards of quality and execution.

Compensation and Benefits

• Competitive salary range estimated between CA$116,000 and CA$145,000 annually, along with equity options.
• Comprehensive health insurance and life coverage benefits.
• Employer-supported long-term savings plans.
• 20 vacation days, plus additional wellness days and unlimited sick and mental health leave.
• Flexible remote work setup, permitting work outside Canada for up to 90 days annually.
• Opportunity to collaborate with skilled teams spread across North America.
• Involvement in employee resource groups promoting inclusion, belonging, and diversity.
• Prospects for career development within a fast-paced, innovative technological environment.
• Access to modern tools, AI-enhanced solutions, and progressive operational practices.

Additional Information

This position is managed through an AI-supported recruitment process to ensure objective, rapid candidate assessment based on job criteria. Final hiring decisions and onsite steps are controlled by the partner company.

Applicants should note that their personal data will be processed in accordance with data protection regulations to facilitate evaluation and sharing with the hiring company. AI tools may assist in application review but do not replace human judgment.