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About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- 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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
program managementNLPQA automationdata analyticsAI deploymentproject managementcustomer service strategiesvoice analyticsdata protection agreementscompliance frameworks
Soft Skills
leadershipcross-functional collaborationcommunicationtraining and enablementstrategic recommendationsstakeholder alignmentvendor relationship managementcontinuous improvementgovernance frameworksethical AI practices