Senior Contact Center Program Manager

🔥 9 hours ago

🇺🇸 United States – Remote

💵 $84.9k - $108.2k / year

⏰ Full Time

🟠 Senior

📋 Program Manager

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Velera

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

📣 Marketing

💳 Fintech

Consulting • Marketing • Fintech

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

• Lead the planning, execution, and delivery of complex programs that impact operations, systems, and support functions • Serve as a senior subject matter expert for assigned business areas, providing deep operational insight into workflows, system behavior, dependencies, and constraints • Partner with Product Management, Technology, Fraud, and Operations teams to translate strategic objectives into executable program plans • Contribute operational expertise to solution and product design to ensure feasibility, scalability, and operational readiness • Define program scope, success criteria, timelines, and dependencies; manage work through delivery and stabilization • Identify operational risks, readiness gaps, and downstream impacts early; develop and coordinate mitigation strategies • Lead operational readiness activities, including process design, documentation, testing coordination, training support, and transition planning • Support implementations, conversions, pilots, and major system changes by ensuring alignment between strategy, systems, and operations • Monitor program progress and outcomes, using data and operational insight to inform decisions and course corrections • Develop and maintain program documentation, workflows, and supporting materials to ensure consistency and sustainability • Act as an escalation point for complex program-related issues requiring deep operational knowledge • Collaborate with senior leadership to align program priorities with business objectives and operational capacity • Stay informed of industry trends, system capabilities, and emerging technologies relevant to contact center operations and apply insights where appropriate • Report identified risks to the appropriate team and/or management; manage, monitor, and report risks within the work area • Ensure exceptional service to internal and external clients • Perform other duties as assigned

🎯 Requirements

• Bachelor’s degree in business, Technology, Operations, or a related field required, or equivalent combination of education and experience • Minimum of seven (7) years' experience managing strategic initiatives and business processes within the financial services industry • Minimum five (5) years of experience managing large-scale projects, from planning to execution and delivery preferred • Extensive experience in contact center operations, back-office support, fraud, or related financial services environments • Experience partnering with Product and Technology teams to deliver solutions • Proven history of owning complex initiatives, implementations, or programs from end to end • Deep understanding of systems, workflows, and cross-functional dependencies • Strong track record of operating independently and handling high-impact, high-visibility work • Strong operational judgment and analytical skills with ability to use data to drive decision making and process improvements • Ability to see how changes in one area impact the broader ecosystem • Clear, practical communicator who can translate between business and technical teams • Comfortable navigating ambiguity and solving problems without perfect inputs • Able to balance strategic thinking with hands-on execution and problem-solving abilities • Advanced project management skills, with a proven track record of delivering complex projects on time and within budget • Proficiency in PC/Windows-based software, including Word, Excel, PowerPoint, and Project/Task Management software • Strong financial acumen and budget management experience • Ability to foster a culture of innovation and continuous improvement • Proven ability to build and maintain strong relationships with internal and external stakeholders • Ability to manage multiple projects, work in a fast-paced environment, meet deadlines and consistently demonstrate strong reasoning and analytical skills • Strong business development skills and the ability to negotiate and influence others within the organization • Ability to travel as needed • Ability to be available 24 hours a day, 7 days a week in the event of an emergency • Regular and reliable attendance • This role is currently not eligible for sponsorship

🏖️ 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 • Remote-first, flexible environment • Psychological safety, wellbeing and belonging