Interaction Intelligence Program Manager - Remote

About the role

Join the People Helping People Velera is the nation's premier payments credit union service organization (CUSO) and an integrated fintech solutions provider. The company serves more than 4,000 financial institutions throughout North America, operating with velocity to help our clients keep pace with the rapid momentum of change and fuel growth in the new era of financial services. Our purpose: We accelerate partners' success through innovative financial technology solutions and inspired service. Basic Function 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. Essential Functions & Responsibilities 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 cross‑functional 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. Knowledge, Skills, & Abilities 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 m

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