[Hiring] Disability Hub MN Performance Manager @DIRECT INTERACTIONS INC

Role Description

The Disability Hub MN Performance Manager serves as a strategic leader in performance analytics and operational excellence, driving data-informed decision-making across the organization. This role is responsible for developing, implementing, and continuously refining performance measurement frameworks that evaluate individual, team, and organizational effectiveness. By leveraging data analysis, reporting tools, and trend forecasting, the Performance Manager identifies opportunities to improve service delivery, strengthen quality outcomes, and ensure compliance with HUB Standards and Assurances. In close partnership with the HUB Director, operations and executive leadership, this position translates performance insights into actionable strategies that align with organizational goals and contractual requirements. The Performance Manager champions a culture of accountability and continuous improvement by establishing clear metrics, monitoring key performance indicators, and guiding targeted interventions that enhance quality, consistency, and sustainable growth.

Key Responsibilities

• Maintain and oversee documentation, including scoring methodologies, reporting standards, and procedural updates to ensure consistency, compliance, and audit readiness.
• Develop, implement, and oversee performance management frameworks, metrics, and reporting systems to track organizational effectiveness.
• Monitor key performance indicators (KPIs), service levels, and quality benchmarks to ensure targets are consistently achieved.
• Analyze performance data and trends to identify gaps, risks, and opportunities for improvement.
• Provide actionable insights and recommendations to leadership based on data analysis.
• Collaborate with Operations and leadership teams to create and implement performance improvement plans.
• Lead quality assurance initiatives, including call monitoring, case reviews, and compliance audits.
• Ensure adherence to regulatory requirements, internal policies, Standards and Assurances, and contractual service standards.
• Support supervisors and managers in coaching and developing staff to improve productivity, quality, and customer experience.
• Prepare and present performance reports to senior leadership and stakeholders.
• Conduct root cause analysis to identify systemic performance barriers and partner with operations and systems teams to implement sustainable solutions.

Qualifications

• Must reside in Minnesota.
• Bachelor’s degree in business administration, Public Administration, Human Services, or a related field preferred (or equivalent experience).
• Employment is contingent upon successful completion of a criminal background check and education verification.
• Minimum of 3 years of progressive experience in performance management, quality assurance, data analysis, or operational leadership within a regulated, contact center, human services, or similar environment.
• Prior experience in a performance management or operational leadership role within a regulated environment preferred.
• Demonstrated ability to lead teams, develop staff, and implement performance improvement initiatives.
• Experience using reporting tools (Power BI, etc.).
• Demonstrated experience developing and managing performance frameworks, KPIs, dashboards, and reporting systems to support organizational decision-making.
• Strong analytical skills with the ability to interpret complex data, identify trends and root causes, and translate findings into clear, actionable recommendations.

Requirements

• Proven experience in performance management, quality assurance, data analysis, or operations leadership, preferably in a call center, human services, or regulated environment.
• Experience developing KPIs, dashboards, and reporting tools.
• Strong analytical skills with the ability to interpret complex data and translate findings into actionable strategies.
• Ability to influence change and drive accountability at all organizational levels.