Director of Performance Management

Recovery.com • Madison, WI

4d • $125,000 - $140,000 • Hybrid

About The Position

The Director of Performance Management is responsible for leading the day-to-day operations of the Performance Management organization, ensuring our advertisers consistently receive exceptional service while driving operational excellence across retention, expansion, and customer success initiatives. This role translates strategic priorities into scalable processes, effective team execution, and measurable business outcomes. You'll lead a team of Performance Managers, Coordinators, and Copywriters, building the systems, workflows, and coaching practices that enable consistent customer experiences and sustainable revenue retention. While this position is primarily responsible for leading the Performance Management team, the Director will also maintain a limited portfolio of strategic customer accounts to remain closely connected to the customer experience and inform coaching, operational improvements, and business strategy. You'll work closely with Advertising Operations, Product, Data, Sales, Billing, and Marketing to optimize customer operations, improve internal processes, and ensure the team has the tools, reporting, and support needed to execute at a high level. You'll also leverage data to uncover trends, answer critical business questions, and translate complex performance metrics into clear dashboards and actionable insights that drive decision-making across the organization. Success in this role comes from developing people, creating operational consistency, continuously improving how we serve our advertisers, and using data to inform strategy and demonstrate business impact.

Requirements

• 7+ years of experience in Customer Success, Account Management, Client Services, or another customer-facing leadership role, with a demonstrated track record of improving customer retention and operational performance.
• Strong operational leadership experience driving process improvement, workflow optimization, and scalable customer success operations.
• Strong analytical skills with experience using customer health metrics, dashboards, and reporting to drive strategic business decisions.
• 5+ years of hands-on experience in digital advertising, media buying, or the ad-tech ecosystem, with a deep understanding of paid traffic, lead generation, and digital listing conversions.
• Advanced data proficiency, including the ability to pull raw data (advanced Excel or BI platforms) and build predictive dashboards from scratch.
• High emotional intelligence (EQ) and a collaborative, low-ego leadership style, with a demonstrated ability to enable frontline teams and partner effectively with Product, Sales Operations, and cross-functional stakeholders.

Nice To Haves

• Experience scaling customer operations within a high-growth SaaS, marketplace, or digital advertising organization.
• Experience building training programs, playbooks, and operational processes.
• Experience leading and developing high-performing teams.
• Recovery, behavioral health, or mental health industry experience.

Responsibilities

• Lead, coach, and develop a high-performing team through regular one-on-one meetings, performance reviews, goal setting, and ongoing feedback while fostering a collaborative, accountable, and growth-oriented culture.
• Serve as the internal subject matter expert on digital advertising, media buying, ad operations, and marketplace mechanics by coaching Performance Managers to optimize customer campaigns, diagnose conversion drop-offs, and demonstrate measurable ROI for treatment center partners.
• Maintain ownership of a small portfolio of strategic customer accounts to stay closely connected to the customer experience, operational workflows, and market trends.
• Monitor and evaluate team performance metrics by optimizing workflows, improve processes and achieve organizational objectives.
• Ensure team members are effectively integrated into the team and equipped with the tools and knowledge needed to succeed.
• Execute customer retention and expansion initiatives by ensuring consistent adoption of best practices, playbooks, and customer success processes.
• Build, document, and continuously improve operational workflows, SOPs, and team processes that create consistency across the customer lifecycle.
• Monitor customer health, retention, expansion, and operational performance metrics while proactively identifying risks and coaching the team toward successful outcomes.
• Partner cross-functionally with Revenue Operations, Product, Data, Sales, Billing, and Marketing to improve operational effectiveness and customer experience.
• Gather customer insights and operational feedback to inform product improvements and strategic initiatives led by the VP of Advertiser Success.
• Resolve customer escalations, remove operational bottlenecks, and foster a bias toward action while building strong collaborative relationships across the organization.

Benefits

• Medical, Dental, and Vision Insurance (100% of premiums paid for employees, 50% of premiums paid for dependents)
• Short- and long-term disability and basic life insurance
• 401K (100% company match up to 3% and 50% on the next 2%)
• Paid time off, paid holidays, and leaves of absence
• Education Assistance (for educational coursework directly related to your role)
• Flexible hybrid and work-from-home policy
• Housing stipend of $735.26/month in addition to your salary ($8,823.12/yr)
• Options to buy stock in Recovery.com at a set strike price
• Quarterly Bonus (An additional 10% of base earnings is paid out quarterly when the company meets its revenue target.)

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed