Performance Manager

MID-WEST WHOLESALE HARDWARE INC•Chicago, IL

About The Position

At Banner Solutions, every teammate is an owner. Banner Solutions is more than a typical door hardware distributor – we’re obsessed with making our customers’ jobs easier through inventory availability, product findability, and top-tier customer support. We are Securing Every Doorway and Beyond with Trusted Solutions. Our expertise spans commercial, electronic access control, residential hardware, and locksmith supplies, supported by an industry leading e-commerce platform featuring products from over 260 manufacturers. Banner Solutions aims to simplify and enhance customer experience through efficient processes and personalized service, setting new standards in the industry. We are entering an exciting phase of growth and expansion supported by significant investments! JOB SUMMARY The Performance Coach is a critical leadership role within the Business Channel operating model, responsible for driving individual and team performance across functional support roles. Reporting directly to the Business Channel Leader, this role serves as the primary capability builder, performance manager, and continuous improvement catalyst for frontline teams supporting the channel. The Performance Coach ensures that Strategic Account Managers (SAMs), Order Processing Representatives, Availability & Product (A&P) Representatives, and Voice Support Representatives consistently meet or exceed Service Level Agreements (SLAs), quality standards, and customer experience expectations. This role blends coaching, data analysis, operational insight, and change leadership to elevate performance across the channel. The Performance Coach does not own overall channel results but directly influences outcomes through structured performance management, skills development, and process optimization.

Requirements

BA in business, marketing, etc. or equivalent work experience
5+ years of experience in operations, customer support, or sales support environments
Demonstrated experience in coaching, training, or performance management
Strong analytical skills and comfort working with performance data
Experience operating in SLA-driven environments
Ability to influence without direct authority
Strong communication and facilitation skills

Nice To Haves

Experience working with Strategic Account Managers or Key Accounts
Familiarity with order management systems, A&P workflows, or call center operations
Experience using Power BI or similar analytics tools
Background in continuous improvement methodologies

Responsibilities

Serve as the primary performance coach for frontline teams within the assigned business channel.
Conduct regular 1:1 coaching session focused on: SLA adherence Quality of work Customer experience behaviors Productivity and efficiency
Develop individualized performance improvement plans for underperforming team members.
Identify systemic skill gaps and create training plans in partnership with the Business Channel Leader.
Facilitate group coaching sessions on common performance themes.
Reinforce standard work, best practices, and expected behaviors across teams.
Monitor daily, weekly, and monthly performance metrics aligned to channel KPIs and SLAs.
Leverage dashboards (including Power BI where applicable) to identify trends, risks, and opportunities.
Proactively flag performance issues to the Business Channel Leader before they become escalations.
Distinguish between individual performance gaps versus process or system barriers.
Support root cause analysis for missed SLAs, quality issues, or customer complaints.
Partner with the Business Channel Leader to improve workflows across: Order Processing A&P Voice Support SAMs
Identify bottlenecks that create rework, delays, or handoffs.
Recommend process improvements to reduce cycle time and backlog.
Support pilot initiatives (e.g., Black Tie or other strategic programs).
Help operationalize new processes, tools, or reporting frameworks.
Act as a bridge between frontline teams and the Business Channel Leader.
Partner closely with SAMs to ensure alignment on Key Account and Target Account support.
Work cross-functionally with Operations, Sales, and Product teams when performance issues are systemic.
Support consistent messaging and expectations across all support roles.
Monitor quality trends in orders, A&Ps, quotes, and call interactions.
Provide real-time feedback when quality issues arise.
Ensure teams maintain a customer-centric mindset in all interactions.
Support escalation management for high-impact customer situations when needed.