Performance Steering Lead

Wise • Austin, TX

5d

About The Position

Wise is a global technology company focused on revolutionizing the way money is moved and managed. The company is on a mission to make international payments easier and more affordable. This role is crucial for ensuring the efficiency and precision of Wise's operations, supporting autonomous teams with data and processes to manage their performance. The Performance Steering Lead will architect and drive a proactive, data-driven performance steering framework, moving from reactive reporting to continuous, real-time performance management. Key areas of focus include establishing Metric Governance, KPI Target Setting, and conducting On-Demand Efficiency Performance Reviews to maximize capacity and drive operational gains across global service teams.

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 objective of reducing operational variance and increasing predictability and quality of service delivery.
• Execute a structured Performance Steering workflow for any metric deviation, ensuring immediate transition from identifying a performance gap to initiating a formal action plan.
• 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.

What This Job Offers

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