Lead the global scaling of DSP Scorecard case management operations through AI-powered operational excellence. As Manager of SLS Performance Ops, you'll drive the worldwide expansion of our Scorecard case management operations, leveraging AI/ML models to increase resolution velocity while maintaining 95%+ quality standards. This role offers the unique opportunity to build the operational framework that will scale case management globally, directly impacting thousands of DSP partners and shaping the future of our performance management ecosystem.
The ideal candidate combines strong people leadership with technical acumen and a passion for operational innovation. You'll lead a team of Operations Leads and Specialists while establishing the mechanisms, quality standards, and capacity planning models that ensure our Scorecard case management operations can scale globally. This position requires someone who thrives in fast-paced environments, excels at cross-functional partnership management, and can balance strategic vision with hands-on operational execution. You'll be instrumental in building the foundation for worldwide expansion.
Key job responsibilities
- Lead and develop a team of SLS Operations Leads and Specialists across Scorecard case management, quality assurance, and operational support functions
- Leverage AI and ML models to increase case resolution velocity and consistency while maintaining critical human judgment for high-stakes decisions
- Maintain 95%+ quality scores through joint quality mechanisms with partner teams, including quality reviews, quality assurance processes, and clear escalation paths
- Own and drive operational and business goals/metrics including SLA compliance, Average Handle Time reduction, and case resolution rates
- Run Weekly Ops WBR, Scorecard Case Management MBR, and SLS Operations QBR to track progress, identify improvement opportunities, and provide leadership visibility
- Create operational readiness framework for scaling Scorecard case management globally, including capacity planning models, SOP standardization across regions, and training programs
- Drive closed-loop processes to root cause case outcomes and enable continuous improvement
- Build Operational Risk Dashboards to flag gaps in aging cases, SLA compliance, or manual errors for immediate intervention
- Partner with BI teams to establish enhanced data infrastructure for robust event-level reporting and trend analysis
- Manage workflow, handle escalations, and proactively delegate workload across the team to meet timeline-driven commitments
- Foster a culture of quality, innovation, and continuous improvement
