Contact Center Strategic Development Program Manager

Velera; United States; Remote; USD 61,000 - 94,000; Full time

Benefits offered by this job

Medical with telemedicine

Dental and Vision

401k with employer match

Health Savings Accounts (HSA)

Wellness program

Tuition Reimbursement

Paid Time Off

Job summary

Velera, a premier payments CUSO, seeks a CC Strategic Development Program Manager to lead Career Momentum and other strategic workforce initiatives. You will design programs, manage lifecycle, and drive outcomes that boost employee growth and performance.

Collaborate with leaders, use data to target interventions, and foster a culture of continuous improvement. Remote-first environment with flexible, fast-paced operations in the United States.

Qualifications

• Bachelor's degree preferred; high school diploma required.
• 2+ years in program management or performance development within operations.
• Experience in call center or customer service environments preferred.

Responsibilities

• Develop branded, innovative programs addressing skill gaps and leadership readiness.
• Create structured development pathways aligned with operational goals.
• Manage full program lifecycle, including planning, resources, and stakeholders.
• Ensure timely delivery of initiatives and manage multiple priorities.
• Use data-driven insights to identify gaps and design targeted interventions.
• Implement coaching and mentoring programs to support mobility and succession.
• Partner with operations leaders to integrate development into workflows.
• Apply Lean, Six Sigma and analytics to enhance engagement and impact.

Skills

Strategic Planning

Program Management

Data Analysis

Stakeholder Engagement

Project Management

Change Management

Communication

Collaboration

Education

Bachelor's degree preferred

High school diploma required

Job description

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. Learn more about what it’s like to work at Velera.

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 Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions

Equal Opportunity

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