Senior Manager, Performance Engineering

Senior Manager, Performance Engineering Team

The Senior Manager, Performance Engineering Team is responsible for driving end-to-end business performance across assigned accounts by leveraging training, quality, operational excellence, analytics, and performance management disciplines. This role serves as a strategic partner to Operations and Clients, ensuring sustainable business results through proactive performance prediction, prevention, continuous improvement, and capability building.

The role leads the development of high-performing teams, establishes governance frameworks, identifies business opportunities, and implements innovative solutions that improve customer experience, employee performance, operational efficiency, and financial outcomes.

Key Responsibilities:

Performance Management & Business Results

• Own and drive overall operational performance across assigned programs and accounts.
• Analyze performance trends, identify risks, and implement interventions to improve KPIs.
• Predict, prevent, and address performance gaps before they impact business outcomes.
• Partner with Operations leaders to develop and execute performance recovery and optimization plans.
• Translate business goals into measurable performance strategies and action plans.

Performance Engineering Team (Training & Quality) Leadership

• Perform all core responsibilities of a Training and Quality leader.
• Oversee learning, nesting, certification, knowledge management, and quality assurance functions.
• Ensure training effectiveness translates into operational readiness and business performance.
• Drive calibration, quality consistency, and governance across programs.
• Develop capability-building strategies that enhance employee proficiency and customer experience.

Client Partnership & Stakeholder Management

• Serve as a trusted advisor to clients and internal stakeholders.
• Present performance insights, recommendations, and business cases to senior leadership and clients.
• Influence decision-making through data-driven storytelling and strategic consultation.
• Build strong partnerships that strengthen trust and expand business opportunities.

Innovation & Continuous Improvement

• Identify opportunities for innovation, automation, and process improvement.
• Design and implement solutions that improve efficiency, effectiveness, and business outcomes.
• Lead cross-functional initiatives that address systemic performance challenges.
• Foster a culture of continuous improvement and operational excellence.

Organizational Maturity & Governance

• Establish and maintain governance frameworks that drive accountability and performance.
• Develop standards, operating rhythms, scorecards, and review mechanisms.
• Create maturity models and performance management systems that elevate organizational capability.
• Ensure alignment between strategy, execution, and business outcomes.

Business Growth & Strategic Initiatives

• Support business growth by identifying opportunities to enhance client value.
• Contribute to account health, expansion opportunities, solution design, and strategic planning.
• Partner with business leaders to develop scalable workforce and performance strategies.
• Lead initiatives that improve profitability, productivity, and customer satisfaction.

Leadership & Talent Development

• Build, lead, and develop high-performing teams.
• Coach leaders and individual contributors on performance management and capability development.
• Create succession and talent development plans.
• Foster a culture of accountability, engagement, collaboration, and innovation.

Experience

• 8+ years of leadership experience in Operations, Training, Quality, Performance Improvement, Continuous Improvement, or related functions.
• Experience managing multiple stakeholders and client relationships.
• Proven track record of improving operational performance and leading transformational initiatives.
• Experience presenting to senior leadership and executive stakeholders.

Knowledge & Skills

• Performance Management
• Training & Development
• Quality Management
• Operational Excellence
• Business Analytics
• Performance Consulting
• Client Relationship Management
• Governance and Compliance
• Continuous Improvement
• Change Management
• Strategic Planning
• Financial and Business Acumen
• Executive Communication
• Leadership Development

Success Measures

• Achievement of operational KPI targets
• Improvement in quality and customer experience outcomes
• Increased training effectiveness and performance readiness
• Reduction of performance risks and operational defects
• Growth in client satisfaction and partnership strength
• Successful implementation of governance and maturity frameworks
• Development of high-performing teams and future leaders
• Tangible business impact through innovation and continuous improvement initiatives