The Interaction Intelligence Program Manager will lead the deployment of artificial intelligence capabilities across our Contact Center. This strategic role will oversee the implementation of artificial intelligence -enabled speech analytics, automated QA, and agent coaching solutions—driving measurable impact in partnership with Vendor and internal stakeholders.

Program Leadership

• 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.
•  For Interaction Intelligence 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.

Technical Oversight

• Partner with Product development of Velera’s  AI speech analytics engine within our environment.
• Experience working within Agile environments, including coordinating deliverables, ceremonies, and cross0functional workflows with Agile development teams.
• 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.

Change Management

• 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.

Governance & Reporting

• Establish governance frameworks for Interaction Intelligence deployment, including privacy and ethical safeguards.
• Track program KPIs and deliver executive-level updates and strategic recommendations.
• Perform all other duties as assigned

Position Specifications

• 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.

• Ability to lead team members in establishing, planning, tracking, and controlling projects in a fast-paced environment while leading priorities/projects and meeting deadlines.
• Ability to exercise discretion and independent judgment in making decisions and interact positively and professionally with all levels of management, staff, clients, and vendors.
• Proven leadership skills, organizational skills, problem-solving abilities, and executive presentation skills are required.
• Expertise in back-office operations management, with a focus on process optimization and efficiency.
• Strong strategic thinking and problem-solving abilities.
• Strong understanding of Generative AI, NLP (Natural Language Processing) pipelines, and speech analytics.
• Excellent communication skills with the ability to translate technical concepts into business value.
• Strong financial acumen and budget management experience.
• Ability to foster a culture of innovation and continuous improvement.
• Ability to manage multiple projects, work in a fast-paced environment, meet deadlines and consistently demonstrate strong reasoning and analytical skills.
• Demonstrated experience in change management and leading organizational transformation efforts.
• PC/Windows-based software experience required with proficiency in Word, Excel and project management software.
• Ability to communicate effectively in both written and verbal formats with individuals or groups and make presentations utilizing a variety of audio/visual aids.
• Ability to travel as needed

• 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 laws.

• 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

About Velera

At Velera, inclusion isn’t an initiative – it’s how we work. Guided by a people0helping0people 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 remote0first, 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.

Pay Equity

Actual Pay will be adjusted based on experience and other job-related factors permitted by law.

Great Work/Life 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

• Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions