Performance Steering Lead

Wise•Austin, TX

6d•$103,000 - $126,500

About The Position

The Performance Steering Lead will be the architect and driver of Wise's proactive, data-driven performance steering framework. This role is responsible for implementing, maintaining, and continuously improving the methodology designed to move from reactive reporting to continuous, real-time performance management. The focus will be on establishing Metric Governance, KPI Target Setting, and conducting On-Demand Efficiency Performance Reviews to maximize capacity and drive significant operational gains across global service teams. The Performance Steering Lead will be accountable for implementing and driving a highly structured, data-driven operational performance model.

Requirements

5+ years in a high-growth operations, performance, or analytics role, ideally within a tech, FinTech, or highly scaled service center environment.
Expert-level understanding and practical application of WFM and efficiency metrics: AHT, Occupancy, Adherence, CpH, and SLA.
Highly proficient in data analysis using SQL and visualization tools.
Practical experience interpreting and applying statistical control metrics like VSF and Standard Deviation to assess process stability.
Demonstrated ability to build, implement, and govern structured processes (e.g., RCA, target setting, remediation monitoring) with a strong focus on documentation and continuous iteration.
A proactive, action-oriented mindset dedicated to moving metrics and achieving the strategic goal of improving team-wide efficiency and maximizing capacity gain.

Responsibilities

Lead cross-functional reviews with Operations, Workforce Management (WFM), and Analytics to set and govern targets for core efficiency and service metrics (AHT, Occupancy, Adherence, CpH, SLA), ensuring alignment with strategic capacity plans.
Own the primary operational performance dashboards, ensuring accurate weekly monitoring, historical trend assessments, and the generation of automated, data-based performance alerts.
Implement and enforce advanced statistical methodologies (e.g., Variance Significance Factor (VSF)) or standard deviation analysis to continuously measure and monitor performance consistency across all agents and teams, with the primary objective to reduce operational variance, thereby increasing the predictability and quality of service delivery.
Execute a structured Performance Steering workflow for any metric deviation, ensuring the transition from identifying a performance gap to initiating a formal action plan is immediate and swift.
Lead complex cross-functional Root Cause Analyses (RCAs) to diagnose underperformance and develop formal, measurable Action Plans (e.g., process changes, specialized training, or incident triggers).
Conduct specific, deep-dive efficiency reviews and actively drive the resolution and sustained monitoring of high-priority operational remediations across global queues and vendor partners.
Train Operations Leads to effectively utilize performance reports for data-led 1:1 Performance Discussions, fostering a culture of ownership and data-driven development among team leaders.
Manage the Feedback Loop process in collaboration with Knowledge Management (KM) and Knowledge Delivery (KD), ensuring top performer practices are successfully validated, trained, and scaled to drive measurable efficiency gains.