Manager, Performance Intelligence

New

CanadaFull-TimeManager

SalaryCA$116,000 – CA$145,000, plus equity opportunities

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Job Details

Proven experience in analytics-focused, operationally complex roles within customer support, contact centers, or workforce operations.
Strong understanding of performance measurement principles and metrics design.
Experience partnering with data, analytics, engineering, or systems teams to develop reporting solutions.
Ability to translate business challenges into technical requirements.
Strong analytical skills with the ability to interpret complex datasets and identify trends.
Experience managing and improving operational processes and performance programs.
Strong project management skills for coordinating multiple stakeholders and priorities.
Excellent communication and presentation skills for influencing senior leaders.
Proactive mindset with a strong sense of ownership and accountability.
Ability to thrive in a fast-paced environment.

Build and maintain the performance intelligence framework by defining success indicators, performance standards, and growth opportunities.
Develop reporting structures and operational routines that provide leaders with visibility into workforce performance.
Lead the design and evolution of performance metrics.
Partner with data, systems, and business teams to define reporting requirements and deliver performance dashboards.
Translate business needs into actionable data initiatives and collaborate with technical teams.
Own recurring performance processes including workforce planning and progression reviews.
Analyze performance trends, identify risks, and provide proactive recommendations.
Conduct advanced analysis to support strategic decision-making.
Manage cross-functional initiatives and align stakeholders.

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