Contact Center Strategic Development Program Manager

Velera

3d•$60,500 - $93,700•Remote

About The Position

The CC Strategic Development Program Manager leads Velera’s Career Momentum ecosystem and drives the development and execution of other strategic workforce initiatives. The role oversees programs such as i-Grow, V-Path, career exploration, mentoring, and professional development campaigns, while adapting to future business priorities. In partnership with leaders across the organization, the Program Manager develops talent solutions, tracks outcomes, and creates scalable experiences that support employee growth, performance, engagement, and career mobility. The role designs and delivers development programs aligned with skill gaps, cultural priorities, operational goals, and career progression. It manages programs through their full lifecycle, applies data and continuous-improvement methods to strengthen impact and scalability, and works with operations leaders and cross-functional teams to integrate development into workflows. The position also supports coaching, mentoring, skill-building, succession planning, and other duties as assigned. The employee is expected to maintain reliable attendance, identify and report risks—including Information Security risks within the scope of their work—and uphold Velera’s values, policies, service standards, and applicable laws. The position supports exceptional service to internal and external clients and a workplace where employees feel valued, respected, and connected. Velera describes its work environment as remote-first and flexible, with an emphasis on psychological safety, wellbeing, and belonging.

Requirements

At least 2 years of experience in program management or performance development within operations.
Proven success implementing initiatives that deliver measurable business results.
High school diploma required.
Knowledge of organizational development principles and adult learning methodologies.
Knowledge of cultural and behavioral change strategies and program measurement and evaluation techniques.
Strategic planning and project management skills.
Ability to analyze data and report program impact.
Excellent communication and stakeholder engagement skills.
Ability to influence without authority across multiple teams and levels.
Ability to deliver high-quality programs on time and within scope.
Ability to adapt to evolving business needs and drive continuous improvement.
Ability to manage multiple priorities in a fast-paced environment.
Comfort with virtual collaboration and remote facilitation.
Ability to regularly sit; use hands to finger, handle, or feel; and talk or hear.
Close vision.
Ability to occasionally lift or move up to 25 pounds.

Nice To Haves

Bachelor’s degree preferred.
Experience in call center or customer service environments preferred.
Knowledge of creative program design and visual branding.

Responsibilities

Lead the Career Momentum ecosystem and strategic workforce initiatives, including i-Grow, V-Path, career exploration, mentoring, and professional development campaigns.
Develop branded programs addressing skill gaps, cultural priorities, and leadership readiness.
Create structured development pathways aligned with operational goals and career progression.
Manage program planning, resource allocation, stakeholder engagement, and timely delivery throughout the program lifecycle.
Use data-driven insights to identify gaps and develop targeted interventions; track program outcomes and impact.
Embed organizational values and communication standards into daily operations.
Implement coaching, mentoring, and skill-building programs supporting career mobility and succession planning.
Partner with operations leaders and cross-functional teams to integrate development into workflows.
Influence stakeholders through credibility and alignment with strategic priorities.
Apply Lean, Six Sigma, and other methodologies to improve program design and scalability.
Leverage technology and analytics to enhance engagement and impact.
Manage multiple priorities in a fast-paced environment and adapt programs to evolving business needs.
Perform other duties as assigned.
Maintain regular and reliable attendance.
Report identified risks to the appropriate team or management, and manage, monitor, and report risks within the work area, including Information Security risks.
Support exceptional service to internal and external clients and uphold company policies, procedures, service standards, and applicable state and federal law.