Contact Center Strategic Development Program Manager

Velera Solutions, LLC; United States; À distance; USD 61 000 - 94 000; Plein temps

Avantages offerts par ce poste

Competitive wages

Medical with telemedicine

Dental and Vision

Life Insurance

Paid Time Off (PTO)

401k with employer match

Health Savings Accounts (HSA)

Résumé du poste

Velera Solutions, LLC seeks a CC Strategic Development Program Manager to lead the organization’s Career Momentum ecosystem and drive strategic workforce initiatives. You will oversee programs like i-Grow, V-Path, career exploration, mentoring, and professional development campaigns, partnering with leaders to create scalable experiences that boost growth and mobility.

You will design innovative programs, manage full lifecycles, track outcomes, and use data to drive continuous improvement while

Qualifications

• Bachelor's degree preferred; experience in operations or corporate training is a plus.
• 2+ years in program management or performance development within operations.
• Experience in call center or customer service environments is preferred.

Responsabilités

• Strategic Program Design: develop branded programs addressing skill gaps and leadership readiness.
• Program Execution: manage full lifecycle, planning, resources, and stakeholder engagement.
• Performance & Culture Impact: use data to identify gaps and drive targeted interventions.
• Professional Development: implement coaching, mentoring, and skill-building initiatives.
• Collaboration & Influence: partner with leaders to integrate development into workflows.
• Continuous Improvement: apply Lean/Six Sigma and analytics to enhance impact.

Connaissances

Organizational development

Adult learning

Change management

Program measurement

Data analysis

Stakeholder engagement

Strategic planning

Communication

Virtual collaboration

Formation

Bachelor's degree preferred

High school diploma required

Description du poste

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 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.

Education

Bachelor's degree preferred, High school diploma required.

Experience

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.

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.

Pay Equity

$60,500.00 - $77,100.00 - $93,700.00 of salary range. The anticipated hiring range for this position is typically between the minimum and midpoint of the posted salary range; however, actual compensation may vary based on a variety of factors, including relevant experience, skills and qualifications, education, internal equity, and overall business and budget considerations. Velera is committed to providing competitive compensation that reflects both individual role and responsibilities, individual performance, and market.

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

Your voice. Our velocity. Shaping a new era together.

About Velera (continued)

At Velera, the nation’s premier payments credit union service organization (CUSO) and an integrated financial technology solutions provider, you’ll be part of a team committed to the long-term growth and success of financial institutions, our employees and our industry. United by Purpose Our employees are united by a people‑helping‑people purpose that guides how we show up every day. A culture rooted in taking ownership and doing what’s right has fostered long‑term dedication and earned Velera recognition for both our inclusive culture and commitment to excellence. Your Story Shapes Our Culture Connection and recognition are core to who we are. We cultivate inclusion, celebrate employees who live our values and create meaningful opportunities for engagement that build strong relationships and a true sense of belonging across our teams. Remote by Design Our remote-first culture is built for collaboration, flexibility and connection – bringing people together in person when it matters. Flexible time off and healthy working norms support wellbeing and psychological safety, while integrity-driven leadership empowers you to do your best work. Strength in Stability With more than 40 years of fintech innovation, Velera offers the stability of a trusted legacy with the momentum of forward‑thinking solutions. We enable thousands of financial institutions and the communities they serve through secure, leading-edge technology and partnership. Explore velera.com to learn more about how Velera is advancing our purpose of accelerating partners’ success through innovative financial technology and inspired service.

Equal Opportunity Employer

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.

This role is currently not eligible for sponsorship.