Contact Center Performance Program Manager

Velera

7h•$60,500 - $77,100

About The Position

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 Contact Center Performance Program Manager designs, launches, and sustains strategic programs that drive workforce performance, strengthen organizational culture, and accelerate professional development. This role ensures initiatives deliver measurable improvements in productivity, quality, and customer experience while creating clear pathways for career growth. 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.

Requirements

Bachelor's degree preferred, High school diploma required.
3+ 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.
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.

Nice To Haves

Actively supports and embraces Velera's core values of Dedication, Collaboration, Belonging, Curiosity and Integrity.
Experience in call center or customer service environments preferred.

Responsibilities

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.