Utah Licensed Performance Optimization Manager

Job Summary

To elevate customer and agent experiences, the full-time salaried Utah Licensed Performance Optimization Manager will design and implement coaching frameworks, manage gamification strategies, and integrate AI technologies to enhance performance and engagement across Customer Care operations, with potential for remote work.

Key responsibilities

• Design and govern a scalable coaching framework to improve performance and customer experience
• Create and maintain a gamification roadmap to drive employee engagement and measure program effectiveness
• Identify and evaluate emerging AI technologies to enhance coaching and performance management

Required qualifications

• Proven ability to analyze performance data and implement solutions that drive measurable results
• Experience building and leading coaching programs in customer service environments
• Strong understanding of gamification principles and employee motivation strategies
• Ability to pass a background check and obtain licensing through the State of Utah as a Burglar Alarm Company Agent
• At least 18 years of age with no compliance failures or write-ups within the previous 90 days