Velera

Contact Center Performance Program Manager

Velera

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $60,500 - $77,100 per year

About the role

  • The Contact Center Performance Program Manager designs, launches, and sustains strategic programs that drive workforce performance, strengthen organizational culture, and accelerate professional development.
  • Manage full program lifecycle, including planning, resource allocation, and stakeholder engagement.
  • Use data-driven insights to identify gaps and design targeted interventions.
  • Implement coaching, mentoring, and skill-building programs to support career mobility and succession planning.
  • Partner with operations leaders and cross-functional teams to integrate development into workflows.
  • Apply Lean, Six Sigma, and other methodologies to optimize program design and scalability.

Requirements

  • Bachelor's degree preferred, High school diploma required.
  • 3+ 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.
  • Actively supports and embraces Velera's core values of Dedication, Collaboration, Belonging, Curiosity and Integrity.
  • 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.
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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
program managementperformance developmentdata analysisprogram measurementevaluation techniquesstrategic planningproject managementLeanSix Sigmaadult learning methodologies
Soft Skills
communicationstakeholder engagementinfluence without authorityorganizational developmentcreative program designcultural change strategiesbehavioral change strategiescollaborationadaptabilitycontinuous improvement
Certifications
Bachelor's degreeHigh school diploma