[Hiring] Contact Center Strategic Development Program Manager @Velera

Role Description

The CC Strategic Development Program Manager leads the organization's Career Momentum ecosystem while also driving the development and execution of other strategic workforce initiatives. This role oversees programs such as i-Grow, V-Path, career exploration, mentoring, and professional development campaigns while remaining adaptable to support future business priorities. By partnering with leaders across the organization, the Program Manager develops innovative talent solutions, tracks program outcomes, and creates scalable experiences that enhance employee growth, performance, engagement, and career mobility.

Day in the Life

• Strategic Program Design:
  • Develop branded, innovative programs addressing skill gaps, cultural priorities, and leadership readiness.
  • Create structured development pathways aligned with operational goals and career progression.
• Program Execution:
  • Manage full program lifecycle, including planning, resource allocation, and stakeholder engagement.
  • Ensure clarity, consistency, and timely delivery of all initiatives.
  • Ability to manage multiple priorities in a fast-paced environment.
• Performance & Culture Impact:
  • Use data-driven insights to identify gaps and design targeted interventions.
  • Embed organizational values and communication standards into daily operations.
• Professional Development:
  • Implement coaching, mentoring, and skill-building programs to support career mobility and succession planning.
• Collaboration & Influence:
  • Partner with operations leaders and cross-functional teams to integrate development into workflows.
  • Influence stakeholders through credibility and alignment with strategic priorities.
• Continuous Improvement:
  • Apply Lean, Six Sigma, and other methodologies to optimize program design and scalability.
  • Leverage technology and analytics to enhance engagement and impact.
• Performs other duties as assigned.

Qualifications

• Bachelor's degree preferred, High school diploma required.

Requirements

• 2+ years in program management or performance development within operations.
• Proven success in implementing initiatives that deliver measurable business results.
• Experience in call center or customer service environments preferred.

Knowledge, Skills, & Abilities

• Organizational development principles and adult learning methodologies.
• Cultural and behavioral change strategies.
• Program measurement and evaluation techniques.
• Creative program design and visual branding.
• Strategic planning and project management.
• Data analysis and reporting for program impact.
• Excellent communication and stakeholder engagement.
• Influence without authority across multiple teams and levels.
• Deliver high-quality programs on time and within scope.
• Adapt to evolving business needs and drive continuous improvement.
• Ability to manage multiple priorities in a fast-paced environment.
• Comfortable with virtual collaboration and remote facilitation.

Additional Essential Functions and Responsibilities

• Regular and reliable attendance.
• Responsible for reporting risks that are identified to the appropriate team and/or management.
• Additionally, responsible for managing, monitoring and reporting risks within the scope of your work area, to include, but not limited to Information Security risks.
• Actively supports and embraces Velera's core values of Dedication, Collaboration, Belonging, Curiosity and Integrity.

Service Standards

• Responsible for ensuring that exceptional service is delivered to both internal and external clients by doing what’s right for credit unions.
• Demonstrate enthusiastic support of corporate mission, vision, core values and long-term business objectives.
• Support a workplace where every employee feels valued, respected, and connected.
• Perform job duties within the company’s policies, procedures, service standards and the state and federal law.

Physical Demands

• While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear.
• Specific vision abilities required by this job include close vision.
• Ability to occasionally lift/move up to 25 pounds.
• Individuals with a disability who are otherwise able to perform the essential functions of the job may request a reasonable accommodation through the Human Resources department.

Benefits

• Competitive wages.
• Medical with telemedicine.
• Dental and Vision.
• Basic and Optional Life Insurance.
• Paid Time Off (PTO).
• Maternity, Parental, Family Care.
• Community Volunteer Time Off.
• 12 Paid Holidays.
• Company Paid Disability Insurance.
• 401k (with employer match).
• Health Savings Accounts (HSA) with company provided contributions.
• Flexible Spending Accounts (FSA).
• Supplemental Insurance.
• Mental Health and Well-being: Employee Assistance Program (EAP).
• Tuition Reimbursement.
• Wellness program.
• Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.