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ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
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
Tools & Technologies
Interaction Intelligence toolsAI speech analytics enginedata infrastructurefeedback loopsdocumentationplaybooksvendor AI toolscall driver insightsCSAT analyticsmodel performance monitoring
Industry Keywords
customer experiencecontact center operationsfinancial servicesfraud managementQA processesagent performance managementSOWsprivacy safeguardsethical governanceinclusive technology
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