Interaction Intelligence Program Manager

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Velera

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💳 Fintech

🏦 Banking

Fintech • Banking • Financial Technology

Velera is a company that provides a wide range of solutions for financial institutions, focusing on payment and banking technology. The company offers services in digital card issuance, digital wallets, and provides a co-op pay network and ATM terminal driving. Velera integrates sophisticated scoring and decision-making tools for fraud prevention and identity authentication. It also offers strategic consulting services for growth and marketing. Velera positions itself as a partner in digital banking and financial technology innovation.

📋 Description

• Own the delivery of Interaction Intelligence initiatives including call driver insights, CSAT analytics, agent enablement, and QA automation. • Translate Velera’s QA AI strategy into actionable workstreams, timelines, and KPIs. • Serve as the primary liaison between Velera, Vendor, and internal teams to ensure seamless execution. • Align cross-functional stakeholders across Customer Experience, IT, Data Engineering, and Compliance. • Partner with Product development of Velera’s AI speech analytics engine within our environment. • Collaborate with Interaction Intelligence Engineers and Data Scientist to support NLP pipelines and scalable data infrastructure. • Ensure ethical and compliant use of Interaction Intelligence tools and third-party platforms. • Monitor model performance and recommend enhancements based on business feedback. • Lead adoption efforts across legacy PSCU and Co-op environments. • Facilitate training and enablement for QA teams, coaches, and frontline leaders. • Develop documentation, playbooks, and feedback loops for continuous improvement. • Establish governance frameworks for Interaction Intelligence deployment, including privacy and ethical safeguards. • Track program KPIs and deliver executive-level updates and strategic recommendations.

🎯 Requirements

• Bachelor's Degree in related field, preferably in Business, or equivalent combination of education and experience required. • Masters Degree in related field preferred. • 7+ years of program management experience in customer experience, contact center operations, or AI deployment. • Proven ability to lead cross-functional initiatives and manage vendor relationships. • Experience navigating SOWs, data protection agreements, and compliance frameworks preferred. • Background in QA processes or agent performance management preferred. • Minimum five (5) years of cross-functional project management experience in financial services, the contact center industry, and/or fraud management is required. • Minimum five (5) years of experience managing large-scale projects, from planning to execution and delivery preferred. • Extensive knowledge of customer service strategies and contact center operations. • Familiarity with Vendor AI voice analytics tools preferred. • Passion for ethical AI governance and inclusive technology practices.

🏖️ 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