Contact Center Strategic Development Program Manager

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 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.

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.

• Bachelor's degree preferred, High school diploma required.

• 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. 

• 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.

• →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.

• 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

• 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.
  

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.

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.