Manager, Performance Intelligence

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Performance Intelligence based in Canada.

This role offers the opportunity to build and lead the performance intelligence capabilities that help a large-scale client operations organization make smarter, data-driven decisions. You will transform complex operational data into actionable insights that improve workforce performance, client experiences, and business outcomes. Working closely with operations leaders, data teams, and enablement functions, you will define how success is measured and continuously improve performance frameworks. The ideal candidate combines analytical expertise, operational understanding, and strong communication skills to influence decisions at all levels. You will play a key role in designing reporting strategies, optimizing performance processes, and identifying opportunities for continuous improvement. This is a high-impact opportunity for a data-driven leader who enjoys solving complex challenges and creating scalable systems that help teams perform at their best.

Accountabilities:: The Manager, Performance Intelligence will own the development of performance measurement frameworks, reporting capabilities, and operational insights that enable teams to deliver exceptional client experiences. This role requires strong analytical thinking, cross-functional collaboration, and the ability to translate data into meaningful business recommendations.

Build and maintain the performance intelligence framework by defining success indicators, performance standards, and growth opportunities across the support organization.

Develop reporting structures and operational routines that provide leaders with clear visibility into workforce performance and business outcomes.

Lead the design and evolution of performance metrics, challenging existing approaches and improving measurement practices when needed.

Partner with data, systems, and business teams to define reporting requirements and deliver effective performance dashboards and analytics solutions.

Translate business needs into actionable data initiatives and collaborate with technical teams to bring reporting improvements to life.

Own recurring performance processes, including workforce planning, progression reviews, and operational performance cycles.

Analyze performance trends, identify risks and opportunities, and provide proactive recommendations to leadership teams.

Conduct advanced analysis to uncover insights beyond standard reporting and support strategic decision-making.

Manage cross-functional initiatives by aligning stakeholders, prioritizing competing needs, and ensuring successful delivery.

Promote a culture of accountability, continuous improvement, and data-informed decision-making.

Requirements:

The ideal candidate is an experienced analytics and operations professional who can combine technical expertise with business judgment. You should have experience working with complex operational environments, designing performance frameworks, and influencing leaders through data-driven insights.

Proven experience in analytics-focused, operationally complex roles, ideally within customer support, contact centers, workforce operations, or similar environments.

Strong understanding of performance measurement principles and the ability to design meaningful metrics that drive business outcomes.

Experience partnering with data, analytics, engineering, or systems teams to develop reporting solutions and operational tools.

Ability to translate business challenges into clear requirements and collaborate with technical teams to deliver solutions.

Strong analytical skills with the ability to interpret complex datasets, identify trends, and communicate actionable recommendations.

Experience managing and improving operational processes, recurring business routines, and performance programs.

Strong project management skills with the ability to coordinate multiple stakeholders and priorities.

Excellent communication and presentation skills, with the ability to influence senior leaders and cross-functional partners.

Proactive mindset with a strong sense of ownership, accountability, and continuous improvement.

Ability to thrive in a fast-paced environment while maintaining high standards of quality and execution.

Benefits:

Competitive compensation package with a base salary range of approximately CA$116,000 – CA$145,000, plus equity opportunities.

Comprehensive health benefits and life insurance coverage.

Employer-supported long-term savings programs.

20 vacation days, wellness days, and unlimited sick and mental health days.

Flexible remote work environment with the ability to work outside Canada for up to 90 days per year.

Opportunity to collaborate with talented teams across North America.

Employee resource groups supporting inclusion, belonging, and diverse communities.

Career growth opportunities in a fast-moving technology and innovation environment.

Exposure to modern tools, AI-driven solutions, and evolving operational practices.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1