Performance Coach

The Performance Coach will guide individuals across technical and non-technical teams by analyzing performance metrics, identifying gaps, and creating targeted coaching plans. This role will focus on improving turnaround time (TAT), aligning daily performance with KPIs, and maintaining a continuous improvement mindset across the team.The coach will also collaborate with the People & Culture team on action plans and proactively close feedback loops with Delivery and Customer Success teams to ensure transparency and alignment.ResponsibilitiesConduct regular 1:1 sessions to provide coaching, feedback, and motivationGuide individuals to reflect on behaviors, habits, and delivery patterns affecting performanceUse empathetic, non-judgmental approaches to unlock individual growth potentialReview and interpret key performance indicators (KPIs) with each team member (e.g., delivery quality, turnaround time, attendance, collaboration scores)Break down complex goals into achievable action steps and measurable short-term winsHelp team members create structured plans to meet or exceed their KPIs and OKRsProactively flag and support any misalignment between performance and expectationsCoach on time management, prioritization, ownership, and communication to improve efficiencyCollaborate with teams to identify and address systemic blockersSupport the P&C team in developing formal performance improvement plans (PIPs) when necessaryTrack action plan milestones and coach individuals through the journeyShare coaching insights and trends with P&C for continuous learning strategy refinementMaintain open communication with Customer Success and Delivery teams regarding progress and developmentProvide performance updates and feedback loops without compromising team member trustFacilitate or mediate performance-related conversations when neededChampion a high-performance, high-care cultureEncourage feedback, ownership, and personal responsibility across the teamParticipate in onboarding, growth enablement sessions, and team workshopsThink out of the box and assist to achieve the best performance outcomeTo be successful in this role, you will have: ExperienceBachelor’s degree in HR, Psychology, Business, or a related field and Related IT degreeProven experience as a performance and L&D coach in a fast-paced environmentExcellent organizational and time management skills, with the ability to multitask and prioritize tasks effectivelyStrong communication skills, both written and verbal, with attention to detail and professionalismDiscretion and confidentiality in handling sensitive information and personal mattersFlexibility and adaptability to accommodate changing prioritiesAbility to work independently with minimal supervision and as part of a teamSoftware/SystemsMust have: Microsoft Office suite proficiencyGood to have: Customer relationship skills, outgoing personalityGood system knowledge around: ConnectWise, ServiceNow, and other required systems knowledgeBy applying for this role, your contact details will be securely stored in our candidate database. If you're not selected for this role, our Talent Acquisition Team may contact you regarding future opportunities that match your profile.Additionally, your email address will be automatically subscribed to our monthly newsletter, as well as special announcements such as upcoming webinars and events that we host. You may unsubscribe from these communications at any time by clicking the Unsubscribe link at the bottom of any of our emails.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.