The Opportunity:The
VP, Contact Center Strategic Initiatives leads enterprise transformation and modernization efforts across Contact Center Services & Solutions, with direct responsibility for innovation, systems strategy, automation, and the overall member and client experience framework. This role defines and governs strategic roadmaps that align people, process, and technology, ensuring the Contact Center continues to evolve as a scalable, data-driven, and human-centered organization. The VP oversees our Strategic Initiatives, driving collaboration, innovation, and measurable business outcomes.
Day in the Life:- Lead the design, execution, and governance of Contact Center Strategic Initiatives, ensuring alignment to enterprise goals and transformation priorities.
- Oversee the Experience and Strategic Initiatives teams to define and enhance customer, client, and employee journeys through process, data, and technology innovation.
- Build and manage an integrated roadmap that combines modernization initiatives (IVA, automation, UAD, analytics) with human experience design and measurable performance outcomes.
- Partner with Technology, Operations, and Vendor Management to ensure seamless delivery of new platforms, tools, and processes across all business lines.
- Direct the analysis, evaluation, and selection of new technologies and workflows that optimize productivity, scalability, and user experience.
- Govern the initiatives, ensuring projects are prioritized, resourced, and executed within budget and timeline.
- Establish metrics and dashboards to measure initiative effectiveness, experience impact, and business ROI.
- Provide executive-level insights and presentations that translate technical progress into business outcomes for leadership audiences.
- Lead and mentor a diverse team of managers, analysts, and leads, fostering innovation, accountability, and a culture of collaboration.
- Partner with the VP, Contact Center Excellence, to ensure new strategies, systems, and processes are successfully operationalized and sustained post-implementation.
- Ensure all initiatives meet regulatory, compliance, and security standards.
- Perform other duties as assigned.
Supervisory Responsibility:- Provide strategic direction and leadership to staff; guide, coach, mentor and develop staff ensuring compliance with processes and procedures
- Handle interviewing, hiring, promotions, transfers, performance appraisals, compensation, counseling and termination of staff
- Develop and maintain staff by applying the necessary training and leadership that will allow internal growth and advancement
- Direct staff, to ensure that all duties are performed according to department performance standards
Education:- Bachelor's degree in Business, Systems, or related field required; advanced degree preferred.
Experience:- 10+ years of progressive leadership in strategy, technology, or contact center transformation.
- Proven success leading large-scale modernization or digital transformation initiatives.
- Experience integrating technology, analytics, and customer experience design in complex environments.
- Record of building and leading high-performing, cross-functional teams.
Knowledge, Skills, & Abilities:- Strategic, systems-level thinker with strong change leadership skills.
- Exceptional communication and executive presentation capabilities.
- Deep understanding of contact center systems, automation tools, and performance analytics.
- Ability to translate complex business and technology needs into actionable roadmaps.
- Collaborative leadership style that fosters innovation and partnership across functions.
Additional Essential Functions and Responsibilities: - 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.
Service Standards:- 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.
Physical Demands:- 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
Pay Equity$117,000.00 - $152,100.00
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
