Developed a learning course to support adoption of a new performance management dashboard aligned to the client-focused operating model. The course reinforced the operating model principle of employee-owned metrics by enabling near real-time visibility into individual and team performance.

The dashboard provided representatives with timely access to their metrics, encouraging accountability, self-reflection, and proactive behavior change. Coaches leveraged the tool during coaching sessions to drive data-informed conversations, while managers used it to monitor progress, reinforce expectations, and align performance discussions to client-focused outcomes.

The course emphasized how the dashboard supported continuous feedback, reduced lag in performance insights, and strengthened alignment between daily behaviors, performance metrics, and the broader operating model objectives.

I partnered with the Coaching Enablement team to align training expectations for coaching to metrics within the new operating model. Collaboratively defined the key behaviors, indicators, and performance signals coaches should monitor when using the dashboard during coaching conversations. This allowed me to then create questions that would reinforce and connect key coaching skills to information from the module.