Role Description The Performance Coach is a critical leadership role within the Business Channel operating model, responsible for driving individual and team performance across functional support roles. Reporting directly to the Business Channel Leader, this role serves as the primary capability builder, performance manager, and continuous improvement catalyst for frontline teams supporting the channel. The Performance Coach ensures that Strategic Account Managers (SAMs), Order Processing Representatives, Availability & Product (A&P) Representatives, and Voice Support Representatives consistently meet or exceed Service Level Agreements (SLAs), quality standards, and customer experience expectations. This role blends coaching, data analysis, operational insight, and change leadership to elevate performance across the channel. The Performance Coach does not own overall channel results but directly influences outcomes through structured performance management, skills development, and process optimization. Primary Responsibilities - Serve as the primary performance coach for frontline teams within the assigned business channel. - Conduct regular 1:1 coaching sessions focused on: - SLA adherence - Quality of work - Customer experience behaviors - Productivity and efficiency - Develop individualized performance improvement plans for underperforming team members. - Identify systemic skill gaps and create training plans in partnership with the Business Channel Leader. - Facilitate group coaching sessions on common performance themes. - Reinforce standard work, best practices, and expected behaviors across teams. - Monitor daily, weekly, and monthly performance metrics aligned to channel KPIs and SLAs. - Leverage dashboards (including Power BI where applicable) to identify trends, risks, and opportunities. - Proactively flag performance issues to the Business Channel Leader before they become escalations. - Distinguish between individual performance gaps versus process or system barriers. - Support root cause analysis for missed SLAs, quality issues, or customer complaints. - Partner with the Business Channel Leader to improve workflows across: - Order Processing - A&P - Voice Support - SAMs - Identify bottlenecks that create rework, delays, or handoffs. - Recommend process improvements to reduce cycle time and backlog. - Support pilot initiatives (e.g., Black Tie or other strategic programs). - Help operationalize new processes, tools, or reporting frameworks. - Act as a bridge between frontline teams and the Business Channel Leader. - Partner closely with SAMs to ensure alignment on Key Account and Target Account support. - Work cross-functionally with Operations, Sales, and Product teams when performance issues are systemic. - Support consistent messaging and expectations across all support roles. - Monitor quality trends in orders, A&Ps, quotes, and call interactions. - Provide real-time feedback when quality issues arise. - Ensure teams maintain a customer-centric mindset in all interactions. - Support escalation management for high-impact customer situations when needed. Qualifications - BA in business, marketing, etc. or equivalent work experience - 5+ years of experience in operations, customer support, or sales support environments - Demonstrated experience in coaching, training, or performance management - Strong analytical skills and comfort working with performance data - Experience operating in SLA-driven environments - Ability to influence without direct authority - Strong communication and facilitation skills Preferred Qualifications - Experience working with Strategic Account Managers or Key Accounts - Familiarity with order management systems, A&P workflows, or call center operations - Experience using Power BI or similar analytics tools - Background in continuous improvement methodologies