Sr. Contact Center Program Manager

Join the People Helping People

Velera is the nation’s premier payments credit union service organization (CUSO) and an integrated fintech solutions provider. The company serves more than 4,000 financial institutions throughout North America, operating with velocity to help our clients keep pace with the rapid momentum of change and fuel growth in the new era of financial services. Our purpose: We accelerate partners’ success through innovative financial technology solutions and inspired service.

The Opportunity:

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. The Senior Program Manager applies deep knowledge of operations, systems, workflows, and dependencies to guide program design, implementation, and execution. Working closely with Product, Technology, Fraud, and Operations teams, this role ensures initiatives are grounded in operational reality, account for readiness and risk, and can be successfully adopted and sustained by the business. Incumbent owns programs end-to-end, operates with a high degree of autonomy, and provides expert insight that directly influences delivery outcomes, operational performance, and strategic success.

Day in the Life:

• 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.

Education:

• 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.

Experience:

• 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. 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 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.

  

About Velera

At Velera, inclusion isn’t an initiative – it’s how we work. Guided by a people‑helping‑people philosophy, we cultivate a culture where every employee feels valued, respected and empowered to do their best work. We’re committed to building a diverse workforce and fostering meaningful connection across our teams. Through a remote‑first, flexible environment, we prioritize psychological safety, wellbeing and belonging so individuals and teams can collaborate to thrive. Together, we’re shaping a new era of secure, innovative solutions for the clients and communities we serve. Learn more about what it’s like to work at Velera.

Pay Equity

$84,900.00 - $108,200.00

Actual Pay will be adjusted based on experience and other job-related factors permitted by law.

Great Work/Life 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

Velera is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.

Velera is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following "EEO is the Law" Poster. Velera will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty to furnish information.

Velera is an E-Verify Employer. Review the E-Verify Poster here.  For information regarding your Right To Work, please click here.

This role is currently not eligible for sponsorship.

As an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at [email protected] for assistance.