[Hiring] Senior Contact Center Program Manager @Velera

Role Description

The Senior Contact Center Program Manager is responsible for leading complex, cross-functional programs that support Contact Center operations and enterprise strategic initiatives. This role serves as a senior subject matter expert and operational partner, ensuring that strategic priorities, product capabilities, and system changes are translated into executable, scalable programs.

• Lead the planning, execution, and delivery of complex programs that impact operations, systems, and support functions.
• Serve as a senior subject matter expert for assigned business areas, providing deep operational insight into workflows, system behavior, dependencies, and constraints.
• Partner with Product Management, Technology, Fraud, and Operations teams to translate strategic objectives into executable program plans.
• Contribute operational expertise to solution and product design to ensure feasibility, scalability, and operational readiness.
• Define program scope, success criteria, timelines, and dependencies; manage work through delivery and stabilization.
• Identify operational risks, readiness gaps, and downstream impacts early; develop and coordinate mitigation strategies.
• Lead operational readiness activities, including process design, documentation, testing coordination, training support, and transition planning.
• Support implementations, conversions, pilots, and major system changes by ensuring alignment between strategy, systems, and operations.
• Monitor program progress and outcomes, using data and operational insight to inform decisions and course corrections.
• Develop and maintain program documentation, workflows, and supporting materials to ensure consistency and sustainability.
• Act as an escalation point for complex program-related issues requiring deep operational knowledge.
• Collaborate with senior leadership to align program priorities with business objectives and operational capacity.
• Stay informed of industry trends, system capabilities, and emerging technologies relevant to contact center operations and apply insights where appropriate.
• Perform other duties as assigned.

Qualifications

• Bachelor’s degree in business, Technology, Operations, or a related field required, or equivalent combination of education and experience.
• Masters Degree in related field preferred.

Requirements

• Minimum of seven (7) years' experience managing strategic initiatives and business processes within the financial services industry.
• Minimum five (5) years of experience managing large-scale projects, from planning to execution and delivery preferred.
• Extensive experience in contact center operations, back-office support, fraud, or related financial services environments.
• Experience partnering with Product and Technology teams to deliver solutions.

Knowledge, Skills, & Abilities

• Proven history of owning complex initiatives, implementations, or programs from end to end.
• Deep understanding of systems, workflows, and cross-functional dependencies.
• Strong track record of operating independently and handling high-impact, high-visibility work.
• Strong operational judgment and analytical skills with ability to use data to drive decision making and process improvements.
• Ability to see how changes in one area impact the broader ecosystem.
• Clear, practical communicator who can translate between business and technical teams.
• Comfortable navigating ambiguity and solving problems without perfect inputs.
• Able to balance strategic thinking with hands-on execution and problem-solving abilities.
• Advanced project management skills, with a proven track record of delivering complex projects on time and within budget.
• Proficiency in PC/Windows-based software, including Word, Excel, PowerPoint, and Project/Task Management software.
• Strong financial acumen and budget management experience.
• Ability to foster a culture of innovation and continuous improvement.
• Proven ability to build and maintain strong relationships with internal and external stakeholders.
• Ability to manage multiple projects, work in a fast-paced environment, meet deadlines and consistently demonstrate strong reasoning and analytical skills.
• Strong business development skills and the ability to negotiate and influence others within the organization.
• Foster a culture of inclusivity, innovation, and continuous learning within the team to drive organizational success.
• Ability to travel as needed.
• Ability to be available 24 hours a day, 7 days a week in the event of an emergency.

Additional Essential Functions and Responsibilities

• Regular and reliable attendance.
• Responsible for reporting risks that are identified to the appropriate team and/or management.
• 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 laws.

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.