The Performance Guarantee (PG) Coordinator is responsible for end-to-end
coordination, governance, adherence, and reporting of Performance Guarantee
processes. The Coordinator manages and tracks PG case progress, processes
updates in Salesforce, responds to PG-related inquiries, and prepares reports on
outstanding inventory. The PG Coordinator leads review meetings to analyze PG
metrics, identifies areas for improvement, and assigns follow-up actions to relevant
teams to ensure issues are addressed promptly and effectively. This role supports
operational accuracy and ensures contractual commitments are properly set up,
monitored, and fulfilled in a timely manner. By ensuring timely fulfillment of
contractual commitments and proactive issue resolution, the Coordinator helps
maintain high client satisfaction and supports company reputation. The Coordinator
partners cross-functionally with Sales, Legal, Contracts, Accounting, and operational
teams to manage PG cases, oversee reporting, support client-facing metric inquiries,
and drive continuous process improvements.
Performance Guarantee Administration
Coordinate the setup of new PGs and facilitate changes to existing PGs.
Manage the full PG lifecycle, including monitoring case status, ensuring timely
updates, and answering PG-related inquiries.
Oversee Salesforce PG approval workflows to ensure cases progress
efficiently and accurately.
Report on outstanding PG inventory and effectively collaborate/push partner
teams to close open cases.
Serve as a point of contact for custom or nonstandard PG metrics and
reporting inquiries.
Act as the primary point person for Salesforce work requests and reporting
enhancements.
Risk Management & Quality Oversight
Identify potential risks within PG processes and escalate issues requiring
immediate corrective action.
Weekly monitor PG related metrics, identify metric risks and failures, and drive
Operations to development action plans for course correction.
Weekly monitor risk and failure action plans, drive course corrections and
escalate to senior leadership as needed.
Reporting & Analytics
Facilitate the monthly/quarterly PG Talking Points meeting to review PG
results with stakeholders and develop action plans to address any metric risks
or failures.
Produce and distribute the monthly/quarterly PG Status and Outlook report.
Serve as the primary contact for QlikView reporting requests and data
insights.
Approvals & Compliance
Coordinate approvals for metrics such as CSAT, IT, Website, and Network.
Complete final PG validation and approval to ensure accuracy prior to case
closure.
Contract Coordination
Partner with Contract Managers to address contract questions and support
the resolution of nonstandard items.
Collaborate with Legal to support updates to PG-related contract language.
PG Payout Administration
Initiate, track, and finalize quarterly and annual PG payouts.
Partner with the Premium team to coordinate payout processing.
Reconcile PG payouts in partnership with Accounting to ensure financial
accuracy.
Process Improvement
Lead initiatives to streamline and enhance PG processes, contributing to
operational efficiency and improved customer experience.
Skills & Qualifications
Core Competencies
Excellent organizational skills with strong attention to detail.
Strong written and verbal communication skills.
Ability to understand operational KPIs and workflows.
Ability to learn complex systems, processes, and concepts quickly.
Critical thinker with an inquisitive mindset capable of challenging
assumptions.
Strong followthrough and ability to resolve complex tasks.
Comfortable working both independently and collaboratively across teams.
Technical & Analytical Skills
Proficiency in data analysis and reporting.
Ability to stay current on operations workflows and downstream impacts.
Skilled in developing and delivering effective presentations.
Proficiency with Microsoft Office applications, particularly Excel and
PowerPoint.
Work Style & Professional Attributes
Ability to manage multiple priorities concurrently and meet tight deadlines.
Flexibility to work effectively with global teams across multiple time zones.
